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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.


How can I add additional ticket type options?

Question Can I add additional ticket type options? Answer The default type field can't be modified because it is a s...

Edited Oct 24, 2023

4 votes  ·  13 comments

4

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13

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Why can't some of my agents edit user and organization fields?

Question Why can't some agents edit user and organization fields? Answer The ability for agents to modify end-user ...

Edited Mar 01, 2024

3 votes  ·  3 comments

3

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3

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Workflow: Notify the customer when a ticket is solved

Triggers allow you to set up notifications easily. If you want to notify your users when their case is solved, consid...

Edited Nov 29, 2024

6 votes  ·  5 comments

6

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5

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Why doesn't the year show in my view?

Question I created a view to manage my tickets, and added the Request date as a column in the Formatting options. How...

Edited Aug 21, 2024

1 vote  ·  0 comments

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I am unable to delete a ticket field

Issue symptoms I want to permanently delete one of my ticket fields, however, when I try to delete the field there is...

Edited Jul 25, 2023

0 votes  ·  2 comments

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2

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Can I edit the priority field?

Question Can I edit the priority field? Answer No, it's not possible to add or modify the values included in the def...

Edited Jan 23, 2024

5 votes  ·  7 comments

5

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7

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Can I change a ticket status back to New?

Question Is it possible to change the status of a ticket back to New? Answer No, once a ticket's status has been chan...

Edited Feb 10, 2023

2 votes  ·  1 comment

2

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1

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Why does my ticket status change to open automatically?

Question Why does the ticket status sometimes automatically change to open? Answer When Zendesk assigns a new ticket ...

Edited Jul 11, 2024

0 votes  ·  1 comment

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1

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Why is a ticket field not required to solve the ticket even after I select that option?

Question Why is a ticket field not required to solve the ticket even after I select the option Required to solve a ti...

Edited Jan 23, 2024

5 votes  ·  0 comments

5

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0

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Workflow: How to solve a ticket automatically after a certain amount of time

This article is a tutorial on how to automatically set tickets to solved, if you do not hear back from the user after...

Edited Dec 02, 2024

2 votes  ·  14 comments

2

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14

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Can I create a free form text field option within a drop-down list?

Question I need to create a text field option for miscellaneous issues that my agents can fill out in my drop-down li...

Edited Jan 23, 2024

2 votes  ·  0 comments

2

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Workflow: How to manually close a ticket

Admins and agents sometimes want to force a ticket status to Closed for these reasons: Closed tickets can't be modif...

Edited Dec 02, 2024

15 votes  ·  6 comments

15

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6

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Why are my new tickets being created in Open status?

Question Why are my new tickets being created in Open status? Answer When a ticket is assigned to a group with one me...

Edited Dec 09, 2024

2 votes  ·  8 comments

2

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8

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Can views be refreshed automatically?

Question Can views be refreshed automatically? Answer Views don't automatically refresh in Support however, you can u...

Edited Aug 28, 2024

34 votes  ·  23 comments

34

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23

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Why are tickets missing from my views?

Question The view I created is missing tickets. Why did my tickets disappear from my views? Answer If your tickets no...

Edited Jan 23, 2024

0 votes  ·  2 comments

0

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2

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Why do I have to assign tags to drop-down ticket fields?

Question When creating a drop-down field, I noticed that I have to assign a tag to each choice. Why do I have to do t...

Edited Jan 23, 2024

0 votes  ·  3 comments

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3

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How can I reset drop-down field values for follow-up tickets?

Question Follow-up tickets inherit all the original ticket data, including all custom ticket fields and ticket tags....

Edited Nov 29, 2024

6 votes  ·  13 comments

6

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13

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What is the difference between a Solved ticket and a Closed ticket?

Question What is the difference between a Solved ticket and a Closed ticket? Answer Tickets are set to solved first, ...

Edited Oct 01, 2024

39 votes  ·  6 comments

39

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6

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