We need custom fields to remain editable for end-users after initial submission

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30 コメント

  • Christian Assen (Intern Update.nl)
    コメントアクション Permalink

    Hi Jacob,

    If end-users would be able to edit their initial ticket wouldn't this create confusion among the Agents that are working on the ticket? However it would be convenient is you would have to option to turn editting custom fields for end-users on or off. I would like to see a feature like this as well.  

    The only way around it that I can come up with is closing the ticket and creating a follow-up ticket. This is far from ideal though.

     

    Christian

     

     

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  • Jacob Johst Christensen
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    Hi Christian,

    Ah, for clarification, I didn't mean to suggest that end-users be able to edit text already posted in the description field.

    My use case is to have a text field for entering an estimate in hours (editable for agents only) and one or more Approval check boxes (for end users to tick if they accept the estimate given).

    This doesn't seem possible at present, it seems that end-users can only give input through the description field (after the initial submission of the request).

    I was wondering if perhaps an app, extension or the API allowed for a customization in this regard.

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  • Christian Assen (Intern Update.nl)
    コメントアクション Permalink

    Jacob,

    Ah I see, my bad sorry!

     

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  • Brandon K.
    コメントアクション Permalink

    Hello Jacob,

    If you make a custom ticket field both 'Visible' and 'Editable' for end users, your end users will be able to edit that field at any time while viewing their ticket  only when first submitting their ticket. The only problem I see with this would be that there would be no easy way to see if your end user checked it or if it was the agent. You would need to check the event log of the specific ticket to do this. Additionally, your agent would have to manually uncheck the field when they update their other time estimate field.

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  • Jacob Johst Christensen
    コメントアクション Permalink

    Hi Brandon,

    "If you make a custom ticket field both 'Visible' and 'Editable' for end users, your end users will be able to edit that field at any time while viewing their ticket."

    That's what I would have expected also, but it is true only in the moment of ticket submission, beyond this point 'editable' doesn't apply for end users, only agents.

    This is unfortunate, I expected to be able to have this kind of feature available for end-users. But we are in dialog with your enablement team about a possible workaround hack, so I remain optimistic for now :)

    I do hope to see this become a feature in a future release.

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  • Brandon K.
    コメントアクション Permalink

    Hey Jacob,

    Thank you for the update, I just double checked and it turns out I was mistaken about how editable fields worked. I'm sure that our enablement team will be able to create a custom widget for you to do this. In the meantime, one possible workaround for this would be to somehow let your end users know to enter specific codes in their comment (like #fieldchoice for example) and then create a trigger that looks for this unique phrase and then changes the field to what you want. The main issues with this would be that you would have to create a trigger for each option you want your users to be able to select and depending on the size of your client base it might be difficult to let your users know that these commands exist.

    Sorry about the bad information earlier!

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  • Alexander Helmroos
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    Thumbs up for this. End-users sometime need to change ticket properties down the road, not just when submitting their ticket.

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  • Elena Fasolo
    コメントアクション Permalink

    Hello,

    We are experiencing some issues due to the fact that ticket fields are not editable anymore for the end-user after initial submission.

    We have in fact implemented the option that a ticket can be created via the email channel. That way the customer just email an alias, the portal recognizes the alias domain and creates a ticket. The issue is that required fields are not filled-in and we need to reply back to the customers asking to provide all the information needed.

    At that point, the customer logs in to their account but they find that the fields are not editable anymore.

    We really need to implement this feature please.

    It is very important for this use case, moreover end-users should have the capability of editing ticket fields after initial submission. They could have mistakenly provided wrong information, or styped something wrongly, etc.

    There are a lot of cases when the end-user need to edit the ticket fields after first submission. Definitely the email channel scenario described above is our most important use case.

    Elena

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  • Jessie Schutz
    コメントアクション Permalink

    Hey guys!

    Thanks for your feedback on this! I'm going to ahead and move this post over to our Product Feedback forum, to make sure our Product Managers can see your input on this.

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  • Jessie Schutz
    コメントアクション Permalink

    Hi Elena!

    You're correct, once a ticket has been submitted your end users will not have the option to change any of the ticket fields you make available to them. Is there a reason that you can't direct them to submit the ticket using the ticket form in the first place, rather than going through email first?

    I see you've already added your use case to this post: We need custom fields to remain editable for end-users after initial submission. I've moved that post over to our Product Feedback forum to make sure our Product Managers see the suggestion.

    Please let me know if you have any other questions!

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  • George Durzi
    コメントアクション Permalink

    Chiming in to add support for this request. There are some non-support scenarios in which it's acceptable to make these fields editable. It would be great to allow the end users to edit these. Perhaps a nice to have would be to automatically write a comment to the case to indicate that a certain field(s) was updated. 

    Thanks

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  • Steve Fenigstein
    コメントアクション Permalink

    Any update here??

    This requires a pretty nasty/noisy workaround.

    How about 2 columns?  'editable on create','editable on update'

    Maybe at least allow in the requester api?

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  • Manjari Golagani
    コメントアクション Permalink

    Can this be prioritized for an upcoming release? We have a big need for this, specifically the priority field - during the course of a project, items are often re-prioritized and I think it is critical that a customer be able to communicate this to support asap.

    Can this be a property during field creation - something like "Allow client to modify once set?" or something like that?

     

    Thanks!

    M

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  • Oleg Putilin
    コメントアクション Permalink

    3 years in a making!

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  • Björn Brorsson
    コメントアクション Permalink

    We also need this. Crude workarounds with triggers works for now but requires a lot of setup and doesn't look good for the customers

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  • Eric Eden
    コメントアクション Permalink

    Bump this again! This would allow customers to escalate tickets without having to call us.

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  • Sonja
    コメントアクション Permalink

    Has this been addressed?

    If not is there a reasonable workaround someone can suggest?

     

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  • James Brown
    コメントアクション Permalink

    Everyone has a different use case, all of which have merit. I'd like an editable field to "request management escalation" that can be checked to bring attention to a case. The alternative is a customer talking to their manager who I turn talks to their director that beats the account executive who then escalates internally none of whom can do anything about an actual issue. The fact is enabling fields to be editable allows for this and any other use case. Please move on this.

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  • Mikhail Appak
    コメントアクション Permalink

    Most of our tickets are created via an API integration.  I need for my users to be able to view their API created tickets and update certain custom fields to reference to their internal systems.  Please, allow editable custom fields after the ticket has been created.

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  • Elizabeth Toy
    コメントアクション Permalink

    +1 here too. We ask for a user to self-assess the impact in a provided ticket field. If they send in an email, they miss setting that field upon ticket submission, so we have to ask and then set it ourselves (if they answer that for us). If we could choose to have that field remain edit-able, it'd make it a bit easier for our end users.

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  • Emylou Mavic
    コメントアクション Permalink

    We need the end-users to be able to edit their own fields. 

    Is there a workaround ? widget or whatever to do so ? 

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  • Radoslaw Hofman
    コメントアクション Permalink

    +1 here too... Could you at least decide if you are going to implement it or not (and ETA)?

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  • Helen Metelkina
    コメントアクション Permalink

    +1
    If end-user send his question by email, he cannot see all the required fields (accepting of privacy policy, for example). But we need to receive his approval for that. May be you have any workaround (for compatibility with GPDR)?

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  • Nicole - Community Manager
    コメントアクション Permalink

    @Radoslaw - We have not decided to implement it yet. But we also have not decided that it is something we would never do, so the thread remains open for feedback. 

    @Helen - Have you read through our EU Data Protection website? That's where we've aggregated information on GDPR compliance. 

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  • Param Parakrishna
    コメントアクション Permalink

    Given my vote. End-users are asking for the basic function of changing ticket priority after submission. This is available on other support system. 

    Zendesk's official response is: "Unfortunately, end-user is not able to change ticket field after the ticket submission. When a ticket field is made editable for end-users, it is only when they submit their tickets they can choose the value on the ticket field. Once the ticket is submitted, they do not have the ability to edit field options. This is as per design to maintain the information integrity on the the ticket, which allows agents to work with consistent ticket information. "

    Cheers

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  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the feedback, Param.

    We are continuing to collect comments and votes on this discussion.

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  • Josh Brewington
    コメントアクション Permalink

    +1 on this.  Our customers need the ability to change some fields after initial submission (for us some of these are customer driven fields, and I think we should be the ones to decide who owns the data integrity for these fields, not Zendesk in some cases).

     

    Thanks!

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  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks, Josh.

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  • Ross Cook
    コメントアクション Permalink

    Nicole/ZenDesk in general,

    Judging by the 6 years that people have been commenting on this and asking for it, you should probably very seriously consider it.  There are many free ticketing solutions that allow for users to update form fields manually.  

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  • Nicole - Community Manager
    コメントアクション Permalink

    Hi Ross,

    Longevity is not a data point that we use to prioritize feature requests. Just because something was suggested a long time ago doesn't make it the most important or impactful thing we can build at a given point in time.

    We do look at things like feasibility, how many users it impacts, how business critical it is, industry and market trends, etc.

    To date, we have maintained that tickets are meant to be a System of Record, and users changing fields after submitting tickets raises questions around the integrity of the record. It's also a complicated ask, and one that potentially creates more problems that it solves, requiring additional functionality to be built around recording changes, allowing for regression, etc.

    This request is not currently under consideration, so we will close it for comments at this time. It will be reopened if and when this is something that the product teams are looking into.

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