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Default value for custom field

Is it possible to set a default value for a custom field?

I have a dropdown field with options:

  • Ticket
  • Suggestion

I want this field to be set as "Ticket" by default.

Thanks.

15 comments

  • 0

    I am now looking at this myself and found this post while searching. I have created a custom field and would like it to be set by default to a certain option, unless of course the user clicks on it and changes it.

  • 0

    I would like to revive this old post.

    How can I define the default value for custom field drop down lists?

    taking the example above

    drop down list is

    • ticket
    • suggestion 

    We would like the field to be set to ticket by default. End user does not need to select any thing.

    this how type filed is loaded with "NEW" every time the form is loaded.

    There is no specific condition that will change this from "ticket" to "suggestion" this will be done manually only.

    we can do this via trigger, however the end user will only see "--" in the drop box . This will simply create many "i did not see it when i was creating the ticket" arguments.

     

    we want them to see the default value on the screen before they submit.

    reagards

     

     

  • 0

    Hi,

    Coherence Design have a commercial widget that can be used to support default selections.

    Restrict End-user Options - enables you to hide drop-down values, including the "--", which in effect promotes the next value to be the default. As such, you'd need to make the 'default' value you want to be the first value in your field.

    If your interested, please contact info@coherencedesign.co.uk

  • 0

    Hi,

    Setting default values for initial ticket creation is not currently supported through the UI.
    However, it is possible using JavaScript, as Graham Robson has pointed out.

    Please contact us with any questions at: support@zendesk.com
    We'd be happy to assist you.

  • 0

    +1 for this basic feature - default value in dropdowns would be very useful.

  • 0

    I think triggers would do it...

  • 0

    We would also like to see the ability to add a default value.  A typical use case would be to pre-populate "Description" with a template the user could then edit.  E.g.:


    Desired Behavior:
    Actual Behavior:

    Steps for Reproduction
    1.
    2.
    3.


     

    This type of pre-population is desirable to encourage the end user to give specific information up front, rather than spurring an exchange of multiple comments.  It's also a very common feature of many help-desk systems.  It's a basic feature of Enterprise-level systems, and if implemented, would definitely encourage the smaller enterprise customers to look at Zendesk rather than developing their own or implementing the "heavy guns" solutions which cost an order of magnitude more.

  • 0

    @matt

    Would you be better off to make these items required fields in the ticket fields?

    From what I am hearing, the nature of your work makes it normal for these to apply.

    I would suggest perhaps adding the fields;

    Desired Behavior, Actual Behavior, Steps for Reproduction.

     

     

  • 1

    @Andrew

    Why use 3 fields when one will suffice?  I don't need to index them, search on them, or use them for business rules, so it doesn't make sense to break them out into 3 fields, which take up extra space on the agent view.  Also, we sync our Zendesk with JIRA, and that information is necessary in the description to transfer to the internal engineering system (i.e. JIRA).  This is basic functionality, something Zendesk *should* be doing out of the box.  There's ample business cases for pre-populating any of the default fields and for doing the same to custom fields as well.

  • 0

    Hello Matt,

    I hear what you are saying.  I am trying to think up helpful solutions within the existing framework.  Certainly this should also be a feature request you can make.  At the moment we are in the community help forums :-)

    What you MAY be able to do is move that info into a ticket comment using a macro

    This would mean;

    -  The customer enters the info line by line (which is generally the way with getting good info)

    • Your tech applies a macro on assignment or whatever.  This macro make a private (or public confirmation) comment on the request... which merges all the ticket fields you want into the comment.

    You can pull info from any fields using the syntax {{ticket.ticket_field_ID}}

    I hope this helps in some way.

     

     

     

  • 0

    Ah - I will raise it in the appropriate forum, then.  Zendesk.com's search feature agglomerates everything by default, and I wasn't carefully examining which forum it dumped me in.

    I don't think it can be done in the existing framework without Javascript - the idea is to pre-populate a field to get better information from the end user.  If I ask them to enter it line by line, half of them will ignore those instructions, even when placed directly above the input field.

  • 1

    As a workaround for the case that started this discussion.  If the field was made 'compulsory', the user would not only HAVE to select an option, but they would KNOW that they had selected it.

    I know this doesnt suit the default option, but a default that people can ignore, is little different from a -- that gets changed to a default by a trigger.

    Using a compulsory field option particularly applies to the argument below. 

    "We can do this via trigger, however the end user will only see "--" in the drop box . This will simply create many "i did not see it when i was creating the ticket" arguments.  _We want them to see the default value on the screen before they submit".  _

    When the user selects an option, they have far more buy-in to the option selected. A default option can give a very similar result, "I didnt select that!"

     

  • 0

    Hi Matt,

    Here's the Feature Request forum. We are starting work on a new feature next year that might resemble what you're looking for, although it won't be exactly what you're describing (that feature has a different goal, but is intended to give you flexibility in the type of info you get from end-users). Maybe it would help the product manager if you provide an example of what you've seen other places that you liked. Also, an example of the pre-populated description text "template" might be helpful, because I'm not sure how you can make this general enough to be useuful. You can provide any more info here, or, if you start a feature request, maybe you can paste the link here so I see it.

    Andrew,

    Thanks, as always, for helping!

  • 1

    I would like to second this original request from 2010.  A default value for a custom field would be great.

  • 0

    Hey Andrew! Thanks for the feedback!

    Be sure to add your vote and detailed use case to the Product Feedback post Jennifer linked above, if you haven't done so already. This will ensure that our Product Managers see your input, which in turn helps them to understand the functionality our customers would like to see.

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