|Announced on||Rollout starts|
|August 14, 2023||August 14, 2023|
We're excited to announce the introduction of custom ticket field settings for Messaging. This allows you to collect information in custom fields before passing on the conversation to an agent via the Zendesk Web Widget, Zendesk SDKs for Android or iOS, or our new Zendesk SDK for Unity. The information collected will be visible to the agent responding to the conversation in the Zendesk Agent Workspace.
This announcement includes the following topics:
What is changing?
We're releasing the ability to configure the Zendesk Web Widget and Zendesk SDKs for Android, iOS and Unity inside Admin Center to collect custom fields from an end user before passing the conversation to an agent. Previously, an admin had to connect a bot and use bot builder to capture information in custom fields.
Text and drop-down custom field types are supported in this first release. We are considering expanding support for other types such as numeric and date in the future.
Who can use this?
This feature is available to all Messaging customers. You're not required to be on a specific plan. Some set up is required in Admin Center by an admin, but there is no additional work required by your web or mobile developers (assuming you have already implemented our web widget and/or SDKs).
What do I need to do?
You can go to the Messaging section of Admin center and create or open an existing web widget, Android, iOS or Unity channel.
Open the configuration of the channel and navigate to Responses. In the Customer details section, tap the drop down to select an existing custom field or create a new one.
Note that the custom field must be editable for customers. See Adding custom fields to learn more.
When your configuration is saved, your end users will be prompted to enter information for these fields before they are passed on to an agent for that channel.
The values entered by the end user are visible in the Agent Workspace as long as the custom field has been added to the view that your agents see.