Custom fields are not showing up in Zendesk support ticket
Answered
Posted Mar 13, 2023
Hi Team,
Post the March 2023 update, we are not seeing some of the custom fields, JIRA ID, Type etc. in the support tickets.
However, in the Admin settings, the custom fields are active. Can you suggest if there is a change post the update and how we can get these back enabled in the ticket.
Thank you!
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4 comments
mathieu.lepoutre
Hi
Please make sure that the custom fields are still enabled in both Zendesk and Jira. In Zendesk, go to Admin > Manage > Ticket Fields, and check that the custom fields are still active. In Jira, go to the project settings and check that the custom fields are still available and mapped correctly.
There is a third party tool called Exalate that can make this integration more seamless. It is a decentralized solution that can handle any custom field.
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Arianne Batiles
Hi Naresh Gondu,
I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!
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Naresh Gondu
Hello Dan,
Thank you for your response. As suggested, I have cross checked the ticket form and the said fields are assigned to it, but we are not seeing the below fields in the ticket post the update,
Standard fields: Type, Priority
Custom fields: Reason, Source, Jira ID, Version, Tier
Please suggest.
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Dan R.
Hey Naresh,
Are you using Ticket Forms? If so, double check that your form has the field assigned to it, otherwise it will not show in the UI.
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