About ticket fields

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13 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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