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I cannot preview the Description field when creating a new ticket.

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DOMINGO GONZALEZ

Posted Mar 21, 2023

The field doesn't appears and the form show this error:

  • Please provide a ticket description.

And textarea called Public response appears. ¿Where is Description field? On settings all parameters are OK.

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3 comments

Date
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    Anne Ronalter

    Zendesk Customer Care

    Hello Domingo,

    I have reached out to you via Email so that we can take a closer look at this case.



    Best regards,

     

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    Happy Singh

    Anne Ronalter Same issue is  happening for me as well. Do you have any resolution for this yet?

    Thanks

    Happy

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    Zsa Trias

    Zendesk Customer Care

    Hello Happy,

    The description field should be the first comment on the ticket. It could be the "Public reply" or the "Internal note" (if private ticket creation is enabled).

    Per this article: About ticket fields

    Description The Description field is required. This is the text of the support request. When an end user submits a support request via email, the body of the email request is used as the description. The description becomes the first comment in the ticket.

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