Creating new custom ticket fields
When you create new custom ticket fields, you are adding the option to capture additional information in each ticket.
Agent interface
For all tickets, regardless of status, the new ticket field appears on the ticket form in the agent interface. It displays a null '-' or empty value depending on the type of custom field.
API
The newly created ticket field alters all tickets with a status less than closed when a value is added to the field. If the new field is added to a ticket form, but data is never added to the field, it won't appear in the ticket audit endpoint. This is true for all tickets with custom fields but no data added, regardless of when the fields are created.
Altering drop-down field options
Drop-down fields display the same behavior as other custom ticket fields in tickets, reporting, and the API. However, drop-down field options can be changed and deleted. It is important to note drop-down field options are directly connected to their assigned tag. For example, in the image below, the drop-down field value red has the tag color_red.
Changing drop-down field options and tags
Changing the field value but not its tag effectively replaces the old field option. Reusing tags for new fields isn't recommended because it replaces the existing value on all tickets, including closed and archived tickets, and can skew reporting.
If you want to edit an existing drop-down field value, you can ensure the value is replaced in all instances by keeping the same tag. This is useful for reporting if you only want to report on a new value, not a new tag.
If you edit a drop-down field by only changing its tags, existing tickets (including closed and archived tickets) aren't updated and retain the original tag. In this case, the original tag is no longer associated with a field value so the field is removed from those tickets. This effectively removes historic field values from tickets and can skew your reports.
- Macros
- Views
- Triggers
- Automations
If you have any of these objects that use the custom field being edited, the tag must remain the same for the object to continue functioning. If the tag no longer exists for a given field value, the object will return an error.
Deleting drop-down field options
-
Closed and archived tickets display a yellow caution icon with a
Missing field value warning next to a deleted value selected
in a drop-down field.
- Unclosed tickets (including solved) replace the deleted value with a null '-' value. No error is displayed in the ticket.
The tag from the drop-down field isn't deleted from the ticket tag field, so you can still use the tag in your reports. This also means that if you create a new drop-down field option with an identical tag, the ticket field will change back to the selected value. See Reporting with custom fields.
Deactivating custom ticket fields
Any data lost from a deactivated field can be recovered again by reactivating the field. After reactivation, the field is available in the ticket view of the agent interface again.
Agent interface
For all tickets, regardless of status, deactivating a ticket field removes it from the agent interface.
API
The data in a deactivated ticket field remains stored in the ticket audits endpoint.
Deleting custom ticket fields
If you delete a custom ticket field, you won't be able to recreate or recover the field or its data. If you'd like to preserve the field data, deactivate the field instead.
Agent interface
For all tickets, regardless of status, deleting a ticket field removes it from the agent interface permanently.
API
When a custom field is deleted, its data (including the field ID), is saved in the API. The ticket audits endpoint tracks and stores every change to a ticket, including custom ticket field data after the field itself is deleted. This is the only location deleted custom ticket field data is stored.
13 comments
Janet Fuessl
I saw the option of Deleting drop-down fields. Is there as well an option to only hide drop-down fields.
We do have a drop-down field for a support, which we do not use anymore, but we still want to keep the historical data.
0
Rhonda Green
We have fields set up for state and country as drop downs for the customer to select. When trying to use these as part of a formal address field, it appears to be pulling the tag name instead of the field value. What would cause this?
example below:
state_al_clone
country_us_clone
0
Dane
You don't need to worry. Any field that was added or removed on a form will not have any effect on its status. Hence, it will not reopen it.
Hope this helps!
0
RJ Hines
This is extremely useful information, but one thing that is not covered here is Removing fields from a form (not delete, not deactivate, simply removed):
If we remove a ticket field from a form and add a new Required field at the same time, will all existing tickets currently in Solved status be set to re-opened and require the new field, or will the Solved tickets remain as they are, and only require the newly added field if they're re-opened?
We'd rather not have <1,000 tickets send a re-open notification to customers.
Clarification would be most welcome, thank you!
0
Nikki
Christianne - can't you just make it a required field?
Marco Valle You are talking about when looking at it as an end user or as an agent? If an end user - then I don't think it defaults to visible for them. You'll need to edit the ticket field settings and make it either visible or editable for end users.
0
Marco Valle
on a new account, i dont show the priority field when I go to create a new ticket. I've seen demo videos and images that show the priority field in the left, it also shows in my system fields for a ticket. It is not deactivated, and I have an SLA setup with the simple rule that any new ticket created after 12/10 has that SLA assigned and that priority is mandatory. Any help?
0
Heather Rommel
I think you can use Notify Target for this and update a custom field that way. I'm not sure how to do a lookup and then put it on the ticket though....
Admin -> Settings -> Extensions -> Add target. URL or HTTP target.
Something like https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
0
Stewart P
Hi,
We are trying to populate the submitter_id or requester_id into the ticket filed. How can this be done either in the system fields or custom fields?
Can we do using a trigger or with a placeholder?
Your help is appreciated.
We need the user.id to delete the tickets.
0
Greetz.com (Agent Months provisioning acc.)
Hi there, I think this was posted some years ago as welll, and i am hoping things have changed or that there may be a silver bullet out there. Is there a way to delete option "-" from the drop down?
I am dealing with agents who don't chose one of the available options from the drop down, instead opting for "-"and this is impacting my reporting accuravcy quite heavily.
Thanks in advance for any thoughts you might have! Kind regards, Christianne
2
Support Team
Hi,
We have a custom field (textbox). Is there a way that i can merge the data that has been entered in that field. E.g: In the custom field i have entered 10 values
ABC
ABCC
AABC
AABBC
ACB
Now i want all 5 of them to be merged as they were mistypes. The actual value should be ABC but the user has mistypes due to which i need to correct it. So is there a way i can do that ?
0
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