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

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11 Comments

  • Chris S.

    Is it possible to link specific Closing Codes to show only for specific Topics?

    Currently, all of the closing codes available for all Topics and this can get very messy.

    1
  • Ilia Chinisaz

    Hi is it possible to automate the drop-down field to be field by tags?

    0
  • Patrick Crane

    This looks like a pretty old thread, but I'll give it a shot...

    The previous administrator/ creator made a custom field for tracking customer reported income (for statistical purposes and not a required field if the customer wanted to remain private).

    However they built the field as text meaning I can't use it as a metric. (Or, at least, I can't figure out how to use it.)

    Is there any way to wrangle the "text" (which is actually all numbers) into a format that I could use it as a metric? I want to lay out an income trend line over an existing chart. 

    Further, am I correct that to convert this to a numerical field going forward, I'll have to make a new field, and replace the old one on the ticket?

    Edit to add: if I do replace this text field with a numerical field AND there is some way to use the text field data as a metric, in the future, would I be able to merge the two data sets to one unified metric?

    0
  • 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
  • Christianne Beks

    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
  • 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
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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
  • 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
  • Nikki

    Christianne Beks - 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
  • 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
  • Dane
    Zendesk Engineering
    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!
    0

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