About ticket fields

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51 Comments

  • Miguel Guel

    My question could be very simple, I'm new working with Zendesk, is there a way to pin email comment box to the bottom, I observe that coud be done but don't know how to change this..

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  • Dave Dyson
    Hi Miguel, and welcome!
     
    I'm not sure I quite understand your question -- you want to pin an email comment box to the bottom of where, exactly? It might be better if you either create a new post in our Zendesk Suite Q&A community topic (maybe with a screenshot of what you're trying to achieve). Would you mind doing that?
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  • Miguel Guel

    Hey Dave thank you for your quick reply.

    I want to pin below boxes to the bottom of the ticket, please find screenshots atttached below.

    Thank you in advance for your assistance will create this question as well.

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  • Charles Perkins

    I am not able to see the (system) Ticket Type field. We recently installed the Zendesk Outlook plugin. When the plugin is used, there is the option to set the ticket type. When the ticket appears in the Agent Interface, it shows the ticket type (Incident, Problem, etc.) next to the ticket number in the header tab. I don't see any way to change the ticket type after we see it in the Agent Interface. Also, I couldn't find any place to enable/disable the system Ticket Type field in the Admin center. Am I missing something?

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  • Tony
    Zendesk Customer Care
    Hi Charles,
    I'm not too sure if that is editable. Maybe, these field added via plugin, could be hard-coded and not editable.
     
    In this case, I suggest you to create a request with our support, so we can give a look to your account, and check the settings you have.
     
    Best,
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  • Charles Perkins

    Let me rephrase my problem: In my agent interface, I don't see any place to set the ticket type to Problem, Incident, etc. Shouldn't I be able to set the ticket type in order to do Problem management?

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  • Tony
    Zendesk Customer Care
    Hi Charles,
     
    in this case, the best thing would be to get in touch with our support, so our team can check your settings.
     
    Best,
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  • Nikki

    Charles Perkins - I don't know anything about the Outlook plugin, but regarding the system field "Type" I know that it can be hidden from a form. The ticket field itself is system-generated and can't be 100% edited but you do not have to include it in every form. Check your Ticket Forms in Admin Center, here:

     

     

    In one of my forms, I kept Type over in the right-hand side for fields not included in that form.

     

    I don't understand why your agents can see the type up near the ticket number. Mine doesn't show there. I may be way off since you mention it showing there but not being editable. Just sharing with you the info I know! :) 

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  • Charles Perkins

    Nikki - Thanks! I that is what I was looking for. I missed it when looking for it previously.

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  • 赵霄

    hi please help, I am a zendesk user and is there any way I can get the comments of my tickets by using zendesk API? 

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hello! Yes, you can use this for reference: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/

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  • Abdelhameed Khaled

    How can we validate a ticket field before letting customer submitting a form such as email or phone number follow certain rules ?

     

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  • Zsa Trias
    Zendesk Customer Care

    Hello Abdelhameed,

    Please refer to this article for the list of the available custom ticket field types.
    One of the listed is the "Regex" field which you can use to validate the proper entry of characters in fixed patterns like email or phone number.

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  • Rowan Matthews

    I have been receiving errors when trying to merge my tickets recently and this has never happened before. When I try to merge then the below message pops up. 


     

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Rowan,

    It seems that one of your colleague have already submitted a ticket for this concern. Please continue to work with our Advocacy Team and followup on ticket #11700058. Thank you!
     
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  • Imola Szabó

    Hey Community!
    I need to set up a new ticket type: "Change". Team members should be able to select ticket type "Change" from the drop-down, on top of the pre-built question, incident, problem and task.
    Is it supported/doable somehow or could you suggest me a workaround?
    Thanks in advance.

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Imola Szabó -

    While the system field can't be modified, you should be able to either create a checkbox for "Change Request" that gets logged under task or incident, or remove the system field and insert your own custom field with all five types.  You'll just need to use unique tags.

    Hope this helps!

    Brandon

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  • Bobby

    Talking about standard field "Priority", I can't see it on "Submit a request" page even when it is editable or viewable for customers.

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Bobby

    You'll need to make sure that this field is added to your Ticket Form.  You can learn more about Ticket Forms here.

    Brandon

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  • Bobby

    Hey Brandon,

    Yes, it is already added on the live form (default form).

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  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hmmm - usually that is all it takes!  Assuming it's not called something else, you might have to open a support ticket so that someone can look at your setup specifically.

    1

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