Reorder ticket form fields

Completed

102 Comments

  • Rich Lorenzo

    Oh, I forgot I linked a help center above...that one appears like it's most likely built on the basic plan as it seems to be one form which, as you have said, will allow system fields to be re-ordered.

    The one I'm looking at now is a bit more complicated and definitely has multiple forms so must be Enterprise. They've created an interesting flow through the fields/forms that I'm having a hard time figuring out how they did it exactly:

    http://support.appnexus.com/

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  • Chris Anderson

    +1 vote for this feature ASAP. Not allowing you to re-order the system fields makes the use of conditional fields very non-intuitive for the customer at best, and frustrating because they'll likely enter information in the description, and then have to re-enter it in the subsequent (custom) fields. Submitting a ticket needs to be quick and seamless, not painful.

    It's important for us to be able to run reports on the types of tickets people are submitting, as it informs product dev. decisions, which is filtered based on the custom field responses the customer completes when filling a ticket form.

    Thanks in advance!

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  • Yoann Guirimand

    +1, definitely need this ! 

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  • Yoann Guirimand

    +1, definitely need this ! 

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  • Shelby

    +1 - We also need this feature to help make ticket submission more intuitive for our customers! I understand why we can't delete the system fields, but there definitely needs to be a feature allowing you to reorder them.

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  • James Foley

    I'd like this capability and therefore please consider this my vote!

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  • Nate Zimmerman

    I am a potential customer and the lack of this feature is preventing my purchase. Please let me know when this can be implemented and I'll reconsider your product.

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  • Bake Creative

    I'm very surprised that a Zendesk agent hasn't contributed to this topic given the demand for the feature.

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  • Andrew Lippert

    Zendesk - for Enterprise customers to be unable to alter form field order or to eliminate system required fields when necessary is a serious limitation. When can we expect you to schedule these features? We are sending a tremendous amount of money for your service and missing simple functionality that is long overdue.

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  • Debbie Bobby

    Zendesk for Plus customers feel the same way - we're not on a free version and this is very basic functionality that radically affects our ability to create an efficient workflow.

    When, Zendesk??

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  • Bob Bourgeois

    We echo the sentiments above.  We just ran into this configuring our account.  

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  • Kiam

    What! I can't believe there is no ability to control the display order of custom fields in the Agent's ticket form.  This makes absolutely no sense!  I've tried setting the same field order in both the Manage > Ticket Fields > Reorder link at bottom and the Manage > Ticket Forms page and putting the ticket fields in the required order.  Nothing works, and the order Zendesk displays the fields makes absolutely no logical sense.  When is this going to be fixed??

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  • Karl

    I'd like to be able to manually order these fields as I wish for customers to enter certain information before writing a description otherwise they run the risk of writing out the description box to only find selecting a conditional field below for the required department/area asks for the same information again.

    Having these fields locked really seems silly from a customer perspective as described above and a client perspective.

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  • Rich Lorenzo

    The more I look at Zendesk forms the more I feel like it's all only kind of half baked. I'm sitting here trying to come up with a way to prompt an end-user for specific pieces of information in the ticket description but I can't do that because I have to use the same description field on every ticket form and I will need to prompt for different info in the description field on other forms.

    Pretty much everything I want to do with these forms will require custom forms and dev resources. The fact that I can't reorder the system fields is just the tip of the iceberg. 

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  • Bryan E

    This needs to be fixed. Adding new fields is pointless if they just appear in random order all over the form. 

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  • Lisa Silveria

    +1

    urgently. As it is, the forced order makes the flow of our forms very illogical.

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  • Vania Castro

    +1 for the ability to reorder all fields, including system fields. As the others have mentioned, it's a better user experience and workflow.

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  • Andrew Lippert

    Now 2 years old with no change to the functionality. We are paying WAY too much for WAY too little. This arbitrary decision has no engineering basis other than convenience for the ZD developers (loop through required fields first, then loop through custom user fields - meh!). End result? An ABYSMAL user interface for ticket creation with any customization involved - at all. I'd love to see the leaderboard of requested functionality as this particular issue, languishing for two years, given it is a functional regression, is not appropriate.

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  • Scott

    ^ Agreed. The ability to reorder system fields is absolutely necessary.

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  • Zach Johnson

    Need this. Any update from Zendesk?

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  • Snaebjorn Olafsson

    100% vote for this.

    This is so easy to change, but makes a great impact for the cursomer.

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  • Brad Johnson

    Thanks Andrea Saez!  This is exactly what I was looking for.  The jQuery code worked perfectly for us!

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  • Intis Kalnins

    I'm using a form for customer feedback and it asks for the description and then shows my custom fields asking what the feedback relates to. Looks a bit stupid after they've just explained it all in the description.

    I guess I need to learn HTML and use Andrea's method.

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  • Daniel Oakley

    This is required for our ticket forms. It would be very nice if Zendesk allowed this natively instead of having to resort to Javascript (or even did something like, if you reorder a custom field before a system field, it just reordered them automatically on page load with some generated javascript, rather than us having to write JS ourselves).

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  • Terry Sciore

    We too need this functionality.  Why is it necessary to lock system fields that we might deem less important than our own custom fields.  Requests to have the ability to order fields without restriction dates back at least to 2013.  Is there a plan to allow more flexibility in this area, and if so, when can we expect it?  It is unrealistic to think every company has the resources to customize this via HTML or Javascript.

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  • Jon Thorne

    +1

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  • Toni Perko

    +1

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  • Mark McNulty

    This did the trick!  Here is the link from a previous post.   Thanks Andrea!

    https://support.zendesk.com/hc/en-us/community/posts/204140206-Changing-field-order-in-HC

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  • Terry Sciore

    Is there a solution for those of us who are not developers?  (besides hire a developer?)

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