Recent searches


No recent searches

Using custom fields



image avatar

Jacquelyn Brewer

Zendesk Documentation Team

Edited Oct 17, 2024


0

14

14 comments

This document only explains how to set custom fields or read information from them. However, it does not say how to set information into them.

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Peiqi,
 
The numerous types of custom fields provide the flexibility necessary to capture a variety of customer, ticket, and organization details. You can create the following types of custom fields.
 
You just need to access either the ticket, user profile or organization pages and set the values of the custom fields manually.

For example:


 


I hope this helps, thank you!
 
 

0


In a trigger for a webhook is there a way to get the previous value as well as the current value for a custom field in the JSON? For example I can get:

{{ticket.ticket_field_1234567890}}

Is there a way to reference the previous value, something like:

{{ticket.ticket_field_14691270536589.oldvalue}}

I want to get the delta between two numbers, the old value and the new value 

I have searched the documentation and have not found anything yet

Thank you,

Judosn B. Tunnell
Crowdbitz Inc.

0


image avatar

Sabra

Zendesk Customer Care

Hey Judson Tunnell -- it is not possible to get a previous value with a placeholder at this time. If you would like to see this as a feature, I would recommend posting to our general Feedback page, which you can find here: Feedback - Ticketing System (Support)

0


We use 2 ticket custom fields that are also required for resolution. They are both drop down types. One field is "classification" where the agent must select a classification, for instance "Login::Unable to log in".

This list is old with many outdated choices. We are going through a process to evaluate each 'resolution' and decide if it is still fitting. The end result of this project will be that we will delete many resolutions an add more.

What sort of effect will this have on our data? What about our reporting? If I remove a resolution will I still be able to report, filter or sort on it in Explore? What sorts of things should we be aware and wary of?

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Jay,
 
Here's an article that provides an explanation as to the effect of altering or deleting a dropdown field values. 
 
Understanding how creating, deactivating, or deleting ticket fields impacts tickets
 
I hope that thelps. Thank you!
 

0


Can custom fields be marked as read only? We have an integration with SFDC and we don't want the agent to have the ability to edit these fields. 

0


When using custom fields as placeholders, is there a way we can select which nested field to be displayed when using the macro? i.e. 
Camera::Camera 1
Camera::Camera 2 
When a macro is used for this custom field, it would only show Camera1/2? Thanks! 

0


image avatar

Jupete Manitas

Zendesk Customer Care

Hi Edzi, thanks for writing in! We found out that we have received your ticket and one of our colleagues has already responded to it. Thank you!
 
But we wanted share the community tip with everyone - Turning nested field options into usable placeholders with dynamic content

0


I am trying to create a Macro for our Agents to insert their bookings link. {{ticket.assignee.custom_fields.booking.title}} seems like it would be the correct format but it just comes up blank. Is there another way to do this? Field key is booking

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Ann,

We hope you're having a great day! Upon checking, you've already submitted another ticket and are currently in touch with one of our customer advocates. They recommended using this placeholder instead:

{{ticket.assignee.custom_fields.booking}}

We recommend keeping the conversation going by replying to the ticket if you have any more questions or need further clarification. Thank you!

0


In Zendesk Admin Center, when adding more Field Values in a custom User Field, how long should it take for the updates to show up in the Agent View? Is it automatic or is there a manual step required to publish/update? The User Field was previously created, but the new Field Values are not showing in the Agent view.

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi David,

This should populate immediately after saving the new field values. If you just added new field values to a custom user field, you may need to refresh your web browser / page in order to see the changes. 

We hope that helps. Thank you!

0


Is there a way to populate custom fields via the API while bypassing mandatory field requirements?

0


Please sign in to leave a comment.