Custom fields are not showing up in Zendesk support ticket

4 Comentarios

  • Dan R.
    Community Moderator

    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.

  • 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.

  • Arianne Batiles
    Zendesk Customer Care

    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!

  • Mathieu Lepoutre


    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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