Typically, when end users submit support requests, they provide the subject and description of their question or support issue in standard 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:
- Standard ticket fields are the predefined fields that agents see in a ticket. Additional standard 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 standard fields.
- Custom ticket fields can be created in addition to standard 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.
See the complete list of custom ticket field types.
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 Fields admin page. See Viewing your ticket fields.
Standard ticket fields
The following fields are considered standard ticket fields and are part of tickets by default. Some standard fields can't be edited. See About system ticket rules.
|Requester||All tickets require a requester. The requester is the person who made the
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 standard ticket status values. A ticket's status can be set and
updated either manually by an agent or automatically via your business rules.
If you've activated custom ticket statuses, your account may include additional ticket statuses. The standard ticket statuses listed below are the default ticket statuses of your ticket status categories. See Managing ticket statuses.
|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
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.
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..
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?
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.
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?
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.
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?
in this case, the best thing would be to get in touch with our support, so our team can check your settings.
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! :)
Nikki - Thanks! I that is what I was looking for. I missed it when looking for it previously.
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?
Hello! Yes, you can use this for reference: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/
How can we validate a ticket field before letting customer submitting a form such as email or phone number follow certain rules ?
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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