Removing "Null" as an Option from Required Ticket Fields for End-Users


  • Dave Dyson
    Zendesk Community Manager
    Thanks for the feedback, Tino!
  • Budke, John

    Yeah, this null option is a bother for me too.  There is a community article about how to get rid of it somewhere, but it's a lot of coding and I think requires a higher version of HC (we have 1.7 - which I can't get upgraded either!!).  

  • Tino R.

    Dave Dyson no problem! Any idea if this request successfully made it onto a product roadmap? Also, do you have any insights as to which article John is referring to above? I would love to get my hands on that article if it is still an available resource. 

    Thanks so much.

  • Pablo Kenney
    Zendesk Product Manager

    Hi Tino R. you should hear back from the product team soon - I moved this from the original topic to the Guide/Help Center topic to ensure that the right product leaders see this and can respond. 

  • Gail

    Pablo Kenney, I also need this capability - thank you.


  • Traian Vila

    From my point of view this is a bug, it really defeats the purpose of a required field if one is allowed to close a ticket with empty value. Also it didn't use to be like that, I suppose this was introduced at the same time when the default drop-down was added in the ticket fields.

  • Budke, John

    Yes, we need the null hyphen eliminated too, as per my 12/2021 post! 

  • Kasper Sørensen
    Zendesk Product Manager

    I am not able to reproduce this issue. Here is a ticket field that I created as an example:

    Note the checkbox "Required to submit a request". You need to ensure that this is checked.

    This is what it looks like then when I try to submit a request form without that field checked.


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