Understanding how creating, deactivating, or deleting ticket fields impacts tickets



Edited Aug 28, 2024


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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. 

 

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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

 

 

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Hi RJ,
 
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!

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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!

 

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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.

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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?

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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

 

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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.

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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

 

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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 ?

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