Typically, when end users submit support requests, they provide the subject and description of their question or support issue in system ticket fields. They may also be prompted to provide additional data such as a product type or model number using custom ticket fields.
Collectively, the predefined set of ticket fields are a ticket form. Ticket fields on a ticket form, are visible to end users in the contact form, in the help center or Web Widget (Classic) for example, and to agents in a ticket, as shown here.
Tickets contain other data that you can access using placeholders and the Zendesk API. See Ticket data.
There are two types of ticket fields:
- System ticket fields are the standard, default fields that agents see in a ticket. Additional system fields are added to the ticket page when you activate additional Zendesk Support features, such as ticket sharing. You can deactivate and reactivate some (but not all) of the system fields.
Custom ticket fields can be created in addition to system ticket fields to gather additional information from the person who is requesting support. For example, you may add a custom field prompting them to select a product name or model number.
Also, see the following articles:
- Optimizing your ticket form to understand ticket fields and do some planning to build an optimal ticket form.
- Adding custom fields to your tickets and support request form to create the custom ticket fields you need.
You can view and manage all of your ticket fields on the Ticket fields admin page. See Viewing your ticket fields.
System ticket fields
The system ticket fields that are part of a ticket by default are detailed below. Some system fields are inborn and cannot be reconfigured. See What are the inborn system ticket rules.
|Requester||All tickets require a requester. The requester is the person who made the support request.
If a ticket is created by an agent and the requester field is left empty, then the agent will be the requester of the ticket. If needed, the ticket requester can be changed to someone else. See Updating the ticket requester.
You can also create a ticket on someone else's behalf. See Creating a ticket on behalf of the requester.
|Follower||Followers can be agents, light agents, or admins, but not end users. Similar to a persistent BCC, followers receive notifications when ticket updates occur, and they can view and create internal notes. Followers are invisible to end users, but CCs are not. See When to use CCs and followers.|
|Assignee||The assignee can be either a group or a specific agent. See Manually assigning a ticket to yourself, another agent, or a group.|
|CCs||If you have been configured to allow it, other people can be copied on tickets. Both the requester and agents can add CCs to a ticket. The requester does it by adding CC email addresses if they requested support via your support email address. Agents can add CCs using the CC field when updating the ticket. See Using CCs, followers, and @mentions.|
|Share||The Share field is only displayed if you have enabled ticket sharing, which means that tickets can be shared with other Zendesk Support accounts. See Sharing tickets.|
|Subject||The Subject field is required and can be up to 150 characters. It's typically included in the support request submitted by the requester. For example, when someone submits a support request via email, the subject line of the email is used as the ticket's subject. If the ticket title does not appear in the ticket subject, your Subject field might not be visible to end users. To correct this, see this Support Tech Note.|
|Description||The Description field is required. This is the text of the support request. When an end user submits a support request via email, the body of the email request is used as the description. The description becomes the first comment in the ticket.|
|Status||There are six values for status. A ticket's status can be set and updated either manually by an agent or automatically via your business rules.
|Type||There are four values for type. Setting the type helps you to categorize your tickets, which you can then use in your workflow. For example, you can create views of tickets by their type. While the field can be blank initially (and through any number of updates), once you change the field to a specified type, you can't change it to blank again.
Note: If you deactivate the Type field, all your tickets default to Incident, which is one of the most-common ticket types.
|Priority||There are four values for priority: Low, Normal, High, and Urgent.
By default, all of these four values are available, but you can allow only the Normal and High values to appear. To do so, edit the priority field, then change the setting under Field values.
Priority is not a required field, so you do not always need to select a value. How you weigh the priority of your tickets is up to you. If you deactivate the Priority field, Zendesk SLA targets will not apply. See Setting up SLA policies.
|Tags||Tags are used throughout to add additional information to tickets, which can then be used in your ticket workflow. Tags can be added to tickets in the following ways:
Tags are enabled by default but can be disabled. See Enabling and disabling ticket tags.