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Views, ticket status, and ticket fields

Questions about the default and custom fields of the ticketing system. Content about ticket forms and settings related to them, ticket, user, and organization fields. Articles about requests to create specific views, issues, and views settings. Content about the status of the tickets, issues using the submit as button and unexpected behavior regarding the ticket status.


Workflow: Forward notifications to an external email address on ticket updates

In this workflow you can learn how to forward notifications to an end user on ticket updates by using a lookup relati...

Edited Dec 27, 2024

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Can I export ticket field data and associated ticket forms in a CSV file?

Question I need to pull data from my Zendesk account that shows the ticket fields together with the form where those ...

Edited Oct 30, 2024

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Can custom objects and lookup relationship fields be linked using the record external id attribute?

Question Can custom objects and lookup relationship fields be linked using the record external id attribute? Answer Y...

Edited Dec 30, 2024

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Why are Views count from the API returning random results with null values?

Question Why are Views count from the API returning randomly results with null values? Answer When calling the Views ...

Edited Jan 07, 2025

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How do I resolve side conversations not appearing as a channel in ticket view creation?

Question I don't see Side conversation as a channel when I create a ticket view. How do I resolve this? Answer Confi...

Edited Nov 28, 2024

1 vote  ·  1 comment

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Why are fields on my tickets appearing greyed out?

Question When I open a ticket, fields are greyed out and not clickable. How can I resolve this? Answer This can happe...

Edited Oct 01, 2024

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Can I create a view for side conversations?

Question Is it possible to create a view for tickets created from side conversations? Answer Yes, you can create a vi...

Edited Nov 28, 2024

2 votes  ·  6 comments

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Error when using filters on a view: Something went wrong. Try refreshing the page.

Issue symptoms When trying to use filters on a view, I get the following error message: Something went wrong. Try ref...

Edited Feb 01, 2024

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Are side conversation emails public for the requester in the original ticket?

Question If I send an email using the side conversation feature, will the requester of the main ticket also receive i...

Edited Apr 11, 2024

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Workflow: How to create a drop-down field with more than 2000 values

You can create up to 2,000 values in a custom drop-down list field. If you need to add more than 2,000 options to a c...

Edited Oct 10, 2024

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Can I export tickets when the view has filters?

Question Is it possible to export tickets from a view that has a filter applied to it? Answer It's not possible to e...

Edited Aug 20, 2024

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Can I make tags a requirement for agents to solve a ticket?

Question Can I make tags a requirement for agents to solve a ticket? Answer Yes, you can use a drop-down or multi-sel...

Edited May 24, 2023

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Why is the "Closed" ticket status missing from my tickets?

Question Why do my closed tickets show a solved ticket status? When I check a closed ticket, I don't see the Closed s...

Edited Oct 02, 2024

2 votes  ·  3 comments

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Pre-filled ticket fields are removed after logging in with SSO

Issue symptoms I have a pre-filled ticket form so certain ticket fields are filled out automatically. When unauthenti...

Edited Apr 06, 2023

1 vote  ·  2 comments

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Can I reorder custom ticket fields on my contact form?

Question Can I reorder custom ticket fields on the contact form of the Web Widget (Classic)? Answer No, you cannot m...

Edited Jun 28, 2024

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Error: Ticket field not added

Issue symptoms When I attempt to add a new custom ticket field, I receive the error: ...field not added. Resolution...

Edited Jan 18, 2023

0 votes  ·  8 comments

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How can I remove the due date on a task ticket?

Question I selected a Due date in the Task ticket field type and I cannot remove it. How can I remove or update the d...

Edited Sep 16, 2022

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Can I have two custom ticket fields placed side by side in the agent interface?

Question I notice that the default Type and Priority fields are placed side by side in the agent interface. Can I hav...

Edited Dec 14, 2022

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Can I restrict a ticket form to agents in a specific group?

Question Can I restrict a ticket form so that it can only be used by agents in a specific group? Answer There is no w...

Edited Dec 11, 2024

3 votes  ·  0 comments

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Can I create a view that shows duplicated tickets?

Question Can I create a view that shows duplicated tickets? Answer It's not possible to have a view that shows duplic...

Edited Jan 28, 2025

4 votes  ·  2 comments

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The view formatting option "Group by" does not display my custom fields in order

Issue symptoms The order of my custom fields is not following descending or ascending order in my view, when Group by...

Edited Aug 02, 2024

1 vote  ·  6 comments

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I can't reset the order of tickets in my view after selecting a column header

Issue symptoms I selected a column header within my view, and now my tickets appear in a different order. How can I r...

Edited Oct 23, 2023

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Can I require agents to fill in a ticket field before they move to a different ticket status?

Question I created custom ticket fields that I want to ensure agents select before they update the ticket status. Can...

Edited Nov 29, 2024

12 votes  ·  13 comments

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Can I display all my personal ticket views?

Question I created many personal views. However, some views are missing when I go to the Views icon. Is it possible t...

Edited Oct 03, 2024

44 votes  ·  36 comments

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Why does my new ticket field not appear on my ticket form?

Question I just created a new ticket field but I do not see it on the ticket form. What went wrong? Answer If you jus...

Edited Jan 23, 2024

5 votes  ·  2 comments

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Can I add custom ticket statuses?

Question I want to add additional ticket statuses for submitting tickets. Is it possible? Answer Yes, it is possible ...

Edited Aug 14, 2024

20 votes  ·  38 comments

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Why do solved tickets change to a closed status?

Question 28 days after a ticket is submitted as solved, the ticket moves to a closed status category. I would expect ...

Edited Jul 11, 2024

6 votes  ·  11 comments

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How do I reorder ticket fields?

Question How can I change the order of my ticket fields? Answer You can reorder ticket fields in the ticket forms pag...

Edited Jun 28, 2024

9 votes  ·  18 comments

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How do I filter my views by ticket subject?

Question How can views be filtered based on ticket subject? Answer The Description condition only filters the text in...

Edited Nov 28, 2024

37 votes  ·  22 comments

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How do I find the ID of a ticket form?

Question How do I find the ID of a ticket form? Answer The ticket form ID can be found in the URL of the ticket form....

Edited Aug 21, 2024

4 votes  ·  17 comments

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