About ticket fields

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30 Comments

  • Megan Lalock

    I wanted to comment on the task section piece and see if anyone has any advice. For Zendesk if you mark a task to be due on a certain date, the rules for that are as follows " The due date is defined as 12pm in the account's local timezone on the date specified." What if you have someone who's shift doesn't start until after 12 though? How will they be able to see these tickets in the " My tickets due today" view if they are considered past due after 12? This seems kind of silly to me and I would like to have any ticket that is marked as a task, sit in the " my tickets due today" view until after that day has ended. How can I make that happen?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Megan Lalock,

    I agree the due date and functionality around it can be improved. Hopefully Zendesk will do that soon! In the meantime, I would include due dates that are for yesterday, today and tomorrow and sort it by date in the View.  I know this is clunky...

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  • David Hunter

    Sorry if I missed this.  How does an emailed ticket respond to Required fields?

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi David,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the following ticket fields are only applied to ticket forms. This means that your customers can only interact and make changes to ticket fields when they submit a ticket request form. As long as the ticket field is editable for the end-users as well.

    Thank you!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • David Hunter

    DJ Buenavista Jr.,  thank you for the comments.  So the only option to force form usage is a triggered response asking them to log in and select a form.  I assume embedding form selection/required fields into an autoreply is somewhat tricky?  I would love to see an example of this.

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi David,

    You're more than welcome. In regards to your follow-up question, the option to use a form is shown in your Help Center. There's a Submit a Request button option from there where you customers have the option to choose a form depending on what issue or what they need.

    For example, you can create multiple types of forms depending on what your customers need, for example, Billing, Support, or General Inquiry. There would be an option for them to choose what form they prefer and can answer or fill out the details of the form and then submit it as a request and it will create a ticket in your Zendesk account.

    You can check our articles for more information about this.: https://support.zendesk.com/hc/en-us/articles/203661626-Presenting-ticket-forms-to-end-users-Professional-Add-on-and-Enterprise-?page=2

    https://support.zendesk.com/hc/en-us/articles/203661616-Creating-multiple-ticket-forms-to-support-different-request-types

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • David Hunter

    DJ Buenavista Jr., my issue is when they utilize the email channel.  Everything works perfectly if they log in to the portal and submit a request.

     

    I am trying to force users to fill out the form and looking for the best practice in getting them to do so.  Is it simply a reply suggesting they log in and fill out the form?  Or, can we embed the form into the reply and say you must populate the required fields and hit submit, or the ticket will not be opened? 

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi David,

    Customers can only use ticket forms in your Help Center. If you want to embed a more complex form or that option, you can create an HTML form. For more information about this, see the article: (https://support.zendesk.com/hc/en-us/articles/115012037228-Options-for-letting-end-users-submit-tickets-with-forms)

    Thank you!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Drew Milbrath

    Is it possible to expand the size of the sidebar to better view the ticket field information?

    Is it possible to convert the ticket fields to an internal note, automatically? 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Drew,

    It's not possible to resize the width of the ticket fields sidebar.

    It's possible to create a macro that will display the values of certain types of ticket fields (checkboxes, dropdown fields, and multi-select fields), using the / placeholder. See Creating macros for tickets and Using placeholders for custom fields. Other custom field types are not supported, however.

    Can you tell us a little more about your use case? What kind information are you wanting easier access to?

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  • Drew Milbrath

    @...

    The use case is specific to viewing details of a submitted ticket. we collet a lot of information for internal requests via Ticket Fields. It would be optimal if the sidebar was larger to allow for a easy to read experience. Rather than cutting text off, or having to hover over fields. 

    We have found we can manipulate the CSS to achieve a larger sidebar this but that is specific to a machine. 

    I was curious if it is possible to format the description or internal note, with the contents of the ticket fields to provide a better view of the submitted information. Does this make sense?

    Same with running custom javascript in the browser to automatically format the page for a 'larger' sidebar.

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  • Laura Bentley

    Can I use the same ticket field more than once in the same form? And if so, how?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    @...,

    Not natively, no. What use case are you solving for?

    I had a use case in an ecommerce situation where I wanted to have the tracking number for different parts of the order. Turns out having separate fields for this made automation, notifications and other things much easier. We ended up with Tracking1 Tracking2, etc.

     

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  • Nikki

    I have only had one ticket form, a very simple one.

    I'm creating my second. I created a bunch of new ticket fields and then added them to my new form (which is currently agent-only, until I'm ready to unveil it.)

    When I went to go check out our current default ticket form (as an end-user, not signed in), I was shocked to see that all my new fields had been added to that form additionally! I quickly went in and removed all of those ticket fields from that form... but I had not added them there in the first place... it can't be that any new ticket fields created which are "editable for end users" are added to all existing forms, can it?! 

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  • Nikki

    Ohhhh, I found the answer to my question from here: https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-form

     

    If you have a single ticket form, the new field will automatically appear in your ticket form according to your settings here. If you have multiple ticket forms, you need to add the ticket field to any ticket forms where you want it to appear. You can do so in the last step of this procedure.

     

    Now that I have my second form created, this shouldn't happen again. 

    As far as usability go, it would be great if it would have given me notice or a warning that I was creating a field that would instantly be live on my existing form. I had a couple of conditions, so I'm sure that the new fields initially all showed up before I had the chance to set up my conditions. What a mess. Thankfully ticket volume is very low right now; I don't think anybody saw it.

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  • Liz W

    Anton, perhaps I'm missing something obvious here, but: is Requester still one of the default ticket fields? If so, how can I find it to include it on a ticket form?

    We've recently set up a ticket form for use in our Help Center, but I do not see Requester, Name, or similar field in the list (see below). We added "name" as a custom field -- but this does not, of course, populate the name field on the end user account, so it's less than ideal.

    If there's a way to include the name of the requester on a ticket form that the system recognizes a name, could you explain how to add this?

    Sincerely,

    Liz Winter

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  • 729Solutions
    Community Moderator
    The Humblident Award - 2021

    Hey Liz W

    Happy to help here!  Requester is a system field, so it doesn't visualize in your ticket fields and forms.  There are two different experiences that users will experience when attempting to submit a form on your help center.  Unauthenticated users who attempt to submit a ticket will be presented with an E-mail field automatically (which maps to the requester field).  While you can ask these user's for their name, that data will unfortunately only populate to the ticket, not the user profile.

    For users who have taken the time to log into your Help Center, we don't need to ask them for their email address (because Zendesk already knows who they are).  In this case, the email address associated with their login automatically becomes the requester, and their name is most likely already known as they have a profile with you.

    Finally, for Agents creating tickets on behalf of end-users, when they enter the agent workspace and create a ticket, the requester field will be blank, allowing them to either enter an existing user's name / email address or create a new user if the profile doesn't exist in your system.

    Let us know if you need anything else!

    Brandon

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  • Liz W

    OK, that answers my question. Thanks, Brandon!

    I was thinking primarily about the scenario of an unauthenticated user submitting a ticket via our Help Center ticket form - that is, a "cold" ticket from someone not already in our system. From what I'm seeing in testing this out, the email they use will then be listed as both the "primary email" and the user "name" in their end user profile. And from what you've said, there's no way to include a field on our ticket form that would automatically populate the user name section of the profile with their name instead of the email. Correct?

     

    Liz

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  • 729Solutions
    Community Moderator
    The Humblident Award - 2021

    Hi Liz W -

    That is correct.*

    * Depending on how critical of a need this is, you could employ the use of a webhook and the Zendesk user api / JSON to Trigger an update to the user profile, but this is a fairly advanced work around.

    I would also encourage you to leave product feedback section of our Community.

    Hope this helps!

    Brandon

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  • Liz W

    Thanks, Brandon!

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  • Nikki

    In a ticket form, I would like to insert a block of text in between ticket fields, standalone, as opposed to being just part of the "Title shown to end users" or "Description shown to end users." It would be like a new ticket field type - one that doesn't request any kind of response but is just a block of text (or an image, or something like that.)

    I can file this as a feature request if it doesn't exist, but does anybody have a workaround for this in the meantime?

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  • Dan Ross
    Community Moderator

    Hey Nikki,

    There's some examples in this article that might help get you going in the right direction. This would need to be something done with Javascript. Here's one of the examples they provided about adding text after the Attachments section of the ticket form. You'd need to inspect your ticket form to get an ID or Label and then alter the below. Try it out and let us know!

      $("<p>Please upload your product receipt here.<p>").insertAfter('label:contains("Attachments")'); // Adds text below "Attachments"
    
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  • shirley.blaine

    Is there a way to get the ID for Requester, Primary email and organisation?

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  • Brenda Cardinez
    Hi Shirley, 

    You can use the show user endpoint to obtain that information from a ticket.  For more information about this, see the article: https://developer.zendesk.com/api-reference/ticketing/users/end_user/#show-end-user

    Thank you! 
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  • Atul Upadhyay

    Is there a way to hide the custom fields on user ticket if they are empty (end user has not entered the details as they are optional)? We want to show only those custom fields to the agent which are filled up by the end user. 

    Thanks,

    Atul

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  • Dave Dyson
    Zendesk Community Manager
    Hi Atul, 
     
    I don't know that there's a way to do that specifically, but if you have a lot of ticket fields and want to cut down on the number that show up on any given request, then Ticket Forms or Conditional Ticket Fields might be of use to you.
     
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  • Jasmine Winzeler

    I have been trying to create multiple users from a ticket.  One of our forms requests two unique emails and user information.  I was originally hoping to use triggers to create users but that does not appear to be an option.  Requiring all ZD originating emails to only send to users is limiting because creating a user every time we want to respond to this form is obnoxious.  We can't ask them to enter the emails as a CC because we need to apply their first and last name when we create their account in our software.  We process dozens of these requests a week and creating users adds time back that we were going to save with our switch to ZD.  Does anyone have a clever work around?

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  • Charles Gresula
    Zendesk Customer Care

    Hi Jasmine Winzeler,

    The available options for creating a user in Zendesk are listed here: How can a user be created in Zendesk?

    I am afraid that at this time, it is not possible to achieve the workflow you are looking for. Having said that I would implore you to share your use case as Product Feedback here with our Product teams. Providing feedback helps grow Zendesk alongside our customers needs and ultimately one day your idea could be implemented into the UI.

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  • Dan Ross
    Community Moderator

    Hey Jasmine Winzeler - you might be able to do something with Zendesk's webhooks feature for this.

    When a ticket is created and these secondary user fields are filled, you could have a trigger send a message to a webhook that passes in the field information. You can have that webhook create a user in Zendesk if they don't exist, and if your product supports receiving webhook events of some kind, potentially do the same.

    There's probably be some edge cases you'd need to iron out, like what if an email already exists, does it overwrite names, org memberships etc. 

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  • badura

    As Nikki and some others asks already,
    an additional field type of something like static info text
    (including the option for HTML links e.g. for a legal notice) would be nice to have...
    Doing this by JavaScript is possible, but somehow a wild hack.

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