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Product feedback: ticket fields editable by end-users

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Anastasia Kachanova

Posted Jul 07, 2022

Hi guys,

We recently started using multiple forms in our Zendesk instances and noticed that fields that are filled in by our clients are visible only on the left-hand side of the ticket. Meaning that all filled in information is not presented in the body(description) of the ticket. 

In our business we use forms to gather some information that needs to be escalated to 3rd party departments outside of Zendesk. In this case, with current setup agent need to copy-paste all the info from ticket fields to ticket comment and then escalate it to relevant department. This is causing a lot of unnecessary manual work for our agents. 

Hence, could you please advise if it's possible to convert information from the ticket fields to ticket comment somehow?  If it's not possible, could you please advise me on possible workarounds(if any)? 

Thanks,

Anastasia

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3 comments

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    yanko.chakarov

    The ability to convert ticket fields into a comment is something that we would like to have as well.

    Thanks.

    1

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    Ann-Kristin

    Hi,

    not sure if that is the best way, I would design a macro with the ticket field placeholder {{ticket.ticket_field_<field ID number>}} to transfer the ticket field information into the description.

    Cheers

    1

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    Anastasia Kachanova

    Hi Ann-Kristin,

    Thank you for your suggestion it perfectly works for us! 

    Cheers

    1

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