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Choose default option for system fields

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David M.

Publicado 08 de jan. de 2021

I noticed there is no way to set a default choice for system fields.

For example, we would like to default the Type field to "Question," but since this is a system field we are unable to do so.

With custom fields, we are able to choose a default choice so it would make sense to add this functionality to system fields.

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    Stephen Belleau

    Zendesk LuminaryCommunity Moderator

    @... You can kind-of achieve this with a trigger. For example, we have a trigger that says when a ticket is created, and Priority is blank, set Priority to Normal. That effectively sets the default ticket priority to Normal. https://support.zendesk.com/hc/en-us/articles/360000618767-Can-I-automatically-set-priority-on-tickets-for-my-SLA-targets-

    You should be able to do the same with Type!

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    Heather Rommel

    Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

    I agree, we should be able to set Type and Priority default values! I'm using triggers as Stephen Belleau mentioned but I'd rather be able to predefine it before the ticket is submitted.

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