You can add custom fields for tickets, users, and organizations.
For information about creating custom fields, see:
The following table details the types of custom fields you can add.
| Types | Description |
|---|---|
| Drop-down | This field enables you to create a list of options for users to select. Each option is a combination of a title and a tag. The title is displayed to users and the tag is used as a ticket property that you can use in business rules. You can create up to 2,000 values in a custom drop-down list, with a maximum length of 255 characters per field. You can select which field appears as the default option in the drop-down list or choose to not display a field value as a default.
Note:When you configure a default option in a drop-down list, this only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and is shown as blank.
You can organize drop-down list options into categories (seeOrganizing drop-down list options).
|
| Multi-select | This field enables users to choose multiple options from a predetermined list. You can create up to 2,000 values in a custom multi-select list. You can organize options into categories (seeOrganizing drop-down list options).  Note that multi-select fields aren't supported byFlow Builder.
Note:Multi-select fields are not supported in user and organization fields.
|
| Text | This is a simple single line text input.
The character limit for this field is 65,536. |
| Multi-line | This is a multiple line text input.
The character limit for this field is 65,536. Note that multi-line fields aren't supported byFlow Builder. |
| Checkbox | This is used to capture a Yes/No value. Enter a tag to be added to the ticket when the checkbox is selected. Use the tag to filter your views, triggers, and automations.
Note that checkbox fields aren't supported byFlow Builder. |
| Numeric | This is for simple numeric input (no decimals). Values entered in custom number fields for organizations or users can't exceed 12 digits. There are no restrictions on the length of values in custom number fields for tickets.
Note that number fields aren't supported byFlow Builder. |
| Decimal | This is for numbers that contain decimals.
Note that decimal fields aren't supported byFlow Builder. |
| Date | Custom date fields allow your users to select a date from a date picker. Users can choose the current date or any date in the past or future. Community tip!Colin shows how to use custom date fields to set reminders for tickets. Check it out in our通讯unity forums.
Date fields aren't supported byFlow Builder. If you usewebhooks or other methods to change a custom date field in tickets, do not include hours or a timezone. It will cause an error.
Note:The calendar may display a different date format and start of the week (for example, Monday instead of Sunday) depending on thelanguage selected in a user's profile. |
| Credit card | This field allows users to enter a credit card number in a secure, PCI compliant manner. Only the last four digits are visible to agents and stored by Zendesk.
Note that credit card fields aren't supported byFlow Builder.
Note:Credit card fields are not supported in user and organization fields.
|
| Regex | You can enter a Ruby regular expression to create an input mask to validate proper entry of numbers in fixed patterns (telephone numbers, zip codes, social security numbers, etc).
Here's a regular expression for a U.S. social security number. This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash: \b[0-9]{3}-[0-9]{2}-[0-9]{4}\b
Other common regular expressions include:
Regular expressions can't exceed 255 characters. For more information about Ruby regular expressions, seeRubular. Regex fields aren't supported byFlow Builder. |
| Lookup relationship | Custom lookup relationship fields allow admins to define custom relationships that can exist between tickets, users, and organizations. Team members can then establish those relationships while working on tickets, editing user profiles, or editing organizations. SeeUsing lookup relationship fields.
|
49岁的评论
Hi Brett
Please find the link and screen below for our form, thanks.
https://spscountrysupport.zendesk.com/hc/en-us
User is not able to pasting the screen under description ticket field.
I have tested it directly on my end and it worked without any issue. Can you have your affected users clear cache and history on their browsers? If the same issue persisted, pleasecontact our support directlyto investigate further.
Hi Dane
My question is to make the ticket field can paste the Screenshot, not only fill the word, please check, thanks.
Thank you for the clarification.
似乎你WYSIWG编辑目前设置为足总lse.
To modify it, go to Guide > Customize designs > Configuration > Edit Code.
Go to new_request_page.hbs, look for the
{{request_form wysiwyg=false}}and change false to true.Hi Dane
But i found the "image" icon only available for sign-in end user but not for "anyone".
Is it expected behaviour?
Thanks.
I am trying to set up an integration with Monday.com. I'm trying to pass a Url to a field. Unfortunately i cant use the Regex field as it isnt a field that gets passed across.
I thought just using a text field would allow this but for some reason when i submit the ticket the field is always blank so its looks like this is being removed by Zendesk.
Is there any way around this?
You should be able to pass a URL value to a custom text field via API. Have you tried reaching out to the team who developed this integration? It may be best to get in touch with them to ask for help diagnosing the issue. But, let me create a ticket where we can continue this conversation, and see if there's anything else we can check from our end. Thanks!
Hi Gab,
Thanks for raising the ticket.
It looks like the issue has vanished and is now working as expected.
I've closed the ticket.
Can you increment a custom field value in an action in a trigger
Depending on the field type, you can certainly use custom field values in trigger conditions and actions. The field values will need to be predetermined before configuring your trigger actions. For more information, see the article:Using custom ticket fields in business rules and views.
Hope that helps!
Nope as it doesn't address the rather specific question - Can you increment a custom field value in an action in a trigger. I cannot see anyway its possible so can so if you can tell me yes or no then I can stop wasting my time searching
To answer your question, I'll need to gather more details about your specific use case and workflow. I have created a Support ticket to continue the conversation. Talk to you there!
Hello,
We're using a macro that uses custom field (Date type) but we need the format to be set to MM/DD/YYY, how do we set that up?
Thanks!
The custom date field format cannot be changed. You might as well consider using Regex field but it will manual entry of dates.
Hello, I've noticed it's mentioned in this article that multi-select isn't supported by users and organizations fields.
Do you plan on implementing it soon? If so, when?
In my case, each organization (a company is a client) can have different key features activated and the package will be the solution they use. I'd rather have these info input with a multi-select than with a dropdown or several checkboxes. We currently have more than 10 key features.
Thank you!
One of our product managers confirmed in this通讯unity postthat the ability to create multi-select fields in user and organization is already in our roadmap. Though this was not completed in 2022 as mentioned, the team is still working on having this implemented.
We recommend that you follow ourAnnouncement pageto get updates on any new features, fixes, and other important announcements.
Hi, Is there a plan to add Lookup relationship fields to Explore as well?
Lookup relationship fields are now available in Explore for datasets that support custom fields. These types of custom fields are available in the following folders of the dataset:
你可以在这看到更多的细节sannouncement.
Pleasesign into leave a comment.