Ticket field options when marked default does not reflect

3 Comments

  • Chris Bulin
    Community Moderator

    Biswajit Nayak the defaults show up on new agent-created tickets. They won't default on incoming tickets (sadly). Do you see them when you create a new ticket?

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  • Rebecca Katz

    Chris Bulin is this still the case? We need the default option to be selected in a conditional form when the previous conditional field option is selected on an incoming ticket. Is there any way to do this? 

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  • Chris Bulin
    Community Moderator

    Hi Rebecca Katz, I checked the Custom Fields help page and it looks like this has not changed. There is the following under the dropdown fields section:

    Note: When you configure a default option in a drop-down list, this only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and is shown as blank.

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