Reorder ticket form fields

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102 Comments

  • Official comment
    Kiran Max Weber
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    👋🏻 all!

    I'm happy to report that this feature - the ability to place custom fields above system fields - has been released!

  • Max VanDuyne
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    I would like this as well. I didn't even realize that this feature was going to be 'fixed', since our rollout allowed us to add new ticket forms before the restriction on system fields was added ( https://support.zendesk.com/entries/25774188). I would love to have this functionality back, since I can't understand why it is 'required' for those fields to come first.

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  • Gerard Millar
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    I have to third this - we would really like a custom field being the first field for our business operations.

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  • MaxAmador
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    I have to agree with the commenters here.  We are looking to use the tickets as request forms.  So when an end-user wants to request graphics for their website, it is not logical to ask them specific direction before asking them who the client is.  It would also be nice to be able to move the Subject and Description fields, better yet, not even have to have them on the form.

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  • Allison Scobbie
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    I agree with this as well.  The flow of the ticket does not work well when the description is above the custom fields. 

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  • Diane Albert
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    Our issue is similar - we are using the Ticket Forms feature to collect specific custom data, such as the number of photos a person submitted or the type of photos.  We have a checkbox field and a qty (numeric) field.  The two of these would certainly fit on a single line, but we aren't able to customize that much.

    So there is a lot of wasted space on the left side of my form (this is viewing the ticket from the agent, not filling it out from the customer) and we end up scrolling a LOT to see all this data.

    Diane

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  • Robbie Avni
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    This would be very useful to allow forms to be used for a wider variety of things. It doesn't always make sense to force the user to create a subject and description especially before selecting other options.

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  • Amanda Claassen
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    This is something that we are in need of too. It is very important for us to lead the customer down our path in order to take them down the correct user experience. 

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  • Maxime Lesbros
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    +1 This feature would be very helpfull...

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  • Jay Johnston
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    I would like this feature.  Also, the initial Email field is nowhere to be found on the Ticket Forms page.  That should be at least visible, since it's on the form.  What I'm trying to do is add a custom field to have the user re-enter the email, but in the current setup, I have to have that at the bottom of the form.  I'd like both my email fields next to each other.  I'll throw together an image of what I'd like to be able to do... see how far apart these fields are?  It breaks the flow.  Thanks!

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  • Basman Hanna
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    Our customers are relying on the feature to have fields re-ordered.  They are transitioning from another application that allowed this feature.  It's difficult to make the case for Zendesk to grow if they aren't able to customize their form. 

     

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  • John Wie (위문경)
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    Please implement this ASAP. 

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  • Steph Dyhin
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    We'd love to ask for a user's name first up rather than as an afterthought. Any ideas when we can expect this feature?

    Thanks!

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  • Tim Clegg
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    +1 - asking our customers for the "leading" (background/routing) information prior to entering in the text for their request is a logical solution and feel.  Very awkward, having the description fixed at the top of the form.  Please offer the ability to re-sort these system fields on our ticket forms!

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  • Jason Tuck
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    This is ridiculous that upgrading breaks ticket field reordering... Makes me regret purchasing a better plan.

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  • Matt
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    Adding my Vote.....

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  • James Taylor
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    +1 100% - please allow this.  We need to clarify a number of questions in a form first before getting to the Description field. Understand that it might be mandatory, but not being able to be moved is another matter.

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  • Denis Malkov
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    +1 - Definitely need this. 

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  • Simon van de Westerlo
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    I need this as well, Our order is Type (custom field), Priority (systemfield) etc.

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  • Tay Kruizinga
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    +1 Any word from a Zendesk rep on whether this is on the roadmap? 

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  • Debbie Bobby
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    Interesting.  In the thread below, a Zendesk product manager indicates you *can* reorder ticket fields in the agent view - just not system fields.  I'm not finding that to be true.

    https://support.zendesk.com/entries/175789-Obey-ticket-field-sort-order-in-agents-view-of-ticket?page=1#post_25739138

    Like the others, I really need the ability to do this to create an efficient and logical workflow for my agents.  I'm finding so many basic things lacking in Zendesk.  Disappointing.

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  • Debbie Bobby
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    The reorder field was just pointed out by Zendesk, so my issue above regarding the ability to reorder non-system fields is resolved.  Thanks.

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  • Andrew Lippert
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    +1 The point here is that ALL fields ought be orderable. That system fields are required to be first in the sequence is just a poor implementation. Please fix this bug ASAP.

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  • Naomi Hirayama
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    This feature need to be implemented ASAP. 

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  • Joseph Duarte
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    This should be a must if you want to take advantage of all the request features,

     

     

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  • Aaron Bonati
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    1+ This is definitely needed, looking forward to it!

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  • Rich Lorenzo
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    I can understand why system fields can't be deleted but why oh why was their order made static and unchangeable? Something as simple as the order of the fields in the form should not be causing us grief.

    Interestingly, I found a help center where it appears they were able to put a product related (custom) dropdown field in between the email "Your email address" and "Subject" system fields. This makes me think there might be some kind of workaround...there must be, how else did they do it?

    http://support.showingsuite.com/hc/en-us/requests/new

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  • 髙橋
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    +1. I think this is definitely needed.

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  • 髙橋
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     Rich Lorenzo 

    ..there must be, how else did they do it?

     

    It looks like this depends on your zendesk plan. I was told from a zendesk support agent that you can't reorder custom fields but you can create multiple request forms if you are an Enterprise plan user. While plus plan, you can create only one request form but you will be able to reorder a custom field. 

     

    This doesn't make a lot of sense to me. Because plus plan is cheaper. I hope they will implement this in the near future.

     

     

     

     

     

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  • Rich Lorenzo
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    Hmm...interesting, I never considered the differences across Zendesk plans.

    I think the Help Center I am looking at is using some combination of multiple request forms and conditional fields to create a more user friendly experience. I can't quite wrap my head around exactly how they have it setup though.

    It would definitely be nice if I didn't have to get quite so creative order all of the fields on my request forms the way I think they make the most sense.

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