Question
Puis-je ajouter un nouveau type de ticket ?
Réponse
Le champ Type par défaut ne peut pas être modifié, car il s'agit d'un champ système. Il existe quatre valeurs de type de ticket :
- Question
- Incident
- Problème
- Tâche
Comme ce n'est pas un champ de ticket obligatoire, vous pouvez laisser ce champ vide.
Si vous préférez, vous pouvez créer votre propre champ de liste déroulante et y intégrer plus de valeurs pour le type de ticket. Vous pouvez alors utiliser ce champ de ticket personnalisé à la place du champ de ticket natif.
Pour implémenter cette solution
- Dans le Centre d’administration, cliquez sur
Objets et règles dans la barre latérale, puis sélectionnez Tickets > Champs. - Placez votre curseur sur le champ Type, puis cliquez sur l’icône du menu d’options (
) et sélectionnez Désactiver. Pour en savoir plus au sujet des conséquences de la désactivation d'un champ de ticket, consultez cet article : Impact de la création, de la désactivation et de la suppression des champs de ticket sur les tickets. - Ajoutez un nouveau champ et sélectionnez Liste déroulante comme type de champ.
- Saisissez un nom sous Nom d'affichage.
- Sous Valeurs de champ, ajoutez les valeurs personnalisées pour votre propre champ de type.
- Sélectionnez Enregistrer.
Pour en savoir plus sur la création de champs de ticket personnalisés, consultez l’article Ajout de champs personnalisés à vos tickets et formulaires de demande d’assistance.
Remarque : Si vous désactivez le champ système Type, tous les tickets sont définis par défaut sur le type Incident. Un libellé personnalisé par identifiant de ticket ne peut pas être ajouté en haut de la page et le système ne peut pas laisser ce champ vide.
13 commentaire
Tanya Pagoni
It would be useful if the system default Type field could have the option to add more options in its dropdown such as a new value named Request, instead of having to disable it and create custom fields.
Needing to create a similar custom field just to be able to add one extra value after having worked on a large number of tickets for a long period of time, makes it quite difficult to stop using the default field as it is linked with various other Zendesk items and forms.
Thank you.
2
Mistyamber Reynolds
I'd like to request that "Escalation" be added to the system default field "Type". This way we can track customer escalations effectively. It would be nice if it functioned in the same way a Problem ticket functions.
0
Peter Godden
Hi Elizabeth, while it's unfortunately not possible with native Zendesk functionality, you are able to keep the native "Type" field and use a custom type field at the same time using our Field Conditions app. We have a blog post on how to make this work here. This will allow you to keep your current SLA calculations while also letting you still link incidents to problems.
0
Elizabeth Brewster
The issue with deactivating the "Type" field is that you can no longer use it to calculate SLAs. ZenDesk really needs to make this field editable, and enable admin to set up SLA calculations on any/all of the options.
1
Viktor Osetrov
Thanks for your interesting question.
Yes, you can keep both the default type field and the custom one:
1) When you have the default type field with Incident, then allow a ticket to be attached to a problem
2) However, for the custom type field when you are using Incident, unfortunately, you couldn't activate the "Linked problem" form
Hope for your understanding,
Kind Regards
0
Kelsey Davis
Thanks Viktor Osetrov - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one still have incident and then allow a ticket to be attached to problem?
0
Viktor Osetrov
Thanks for your question. Yes, for sure you can use custom fields and still get all the usual standard functionality of the native ticket field.
Please take a look at my steps below:
1) Initially you should create your custom ticket field (I called it Custom Type). It's a drop-down menu. You can choose 4 or 5 or others (up to your business needs).
2) Then you should deactivate the default questions. In my case I deactivated the Type Systems field:
3) After you should go to the Ticket form area
There you should update the Tickets default form
4) You should replace the default Type with your own Custom Type:
5) And here we go. Instead of the default Type system field (with 4 unchangeable options) we have our own Custom Type field (with 5 custom options).
Hopefully, it helps.
0
Kelsey Davis
I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?
0
Blanca
Hi there Ankit,
This is to confirm that you may do so. I have tested it on my test account based on the article I. have shared. A ticket has been created on your behalf 6899204 so I can share the sample via e-mail.
Cheers,
Blanca | Customer Advocate
Chat with our live support!
https://support.zendesk.com/hc/en-us
0
Ankit Garg
Hi Bianca,
Thanks for your reply but I meant to say that I would like to be able to see my own defined Ticket type as a column in the view. For example, in the below image, the Type shows incident and I would like to show my own defined values here not the Zendesk standard ticket type values.
How can I do that?
0
Vous connecter pour laisser un commentaire.