You can add许多类型的定制字段to tickets and they can be visible to agents only or to both agents and end users. You can include custom fields to your support request form by adding them as editable and visible.
After you create your custom ticket field, you can use it in triggers, automations, macros, and views. On Suite Professional and above, you can report on custom ticket fields in Explore.
You must be an administrator to create custom ticket fields.
Topics covered in this article:
- How custom ticket fields work
- Adding a custom ticket field for agents and end users
- Understanding the persistence of custom field data
Related articles:
How custom ticket fields work
Custom ticket fields are typically used to gather more information about the support issue or product or service. You can add custom fields to your tickets for agents and you can also add them to your Help Center Submit a Request form if you want end users to see the custom field. Custom ticket fields can be required or optional.
Drop-down list, multi-select, and checkbox custom fields generate tags that can also be used in automations, macros, triggers, reports, and views (seeUnderstanding custom ticket fields, tags, and business rules). Lookup relationship fields can be used in triggers and views (see使用查询关系字段在触发器和views. All custom fields can be referenced as placeholders (seePlaceholders for custom fields).
Creating custom ticket fields
You can add custom fields to tickets to gather more information about the customer or issue. Fields can be visible to agents only or to both agents and end users.
You can permit end users to view the custom field in their ticket by making the field visible, or you can add the custom field to the Support Request form by making the field both visible and editable.
Before you begin, seeOptimizing your ticket formto understand ticket fields and do some planning to build an optimal ticket form.
You must be an administrator to create custom ticket fields.
The following video gives you an overview of how to create custom ticket fields:
Creating custom ticket fields [1:41]
- InAdmin Center, click
Objects and rulesin the sidebar, then selectTickets > Fields. - ClickAdd field.
- Select afield type,然后输入一个Display name.
- (Optional) Enter aDescriptionfor the custom field. This is visible to admins only.
- UnderPermissions, select an option:
- Agents can edit: Only agents can view and edit the field. It appears in tickets.
- Customers can edit: Agents and end users can view and edit the field. It appears in tickets and in the support request form in the help center.
- Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users'requests, but isn't included in the support request form in the help center.
For a single ticket form, the new field automatically appears in your ticket form. If you use multiple ticket forms, you'll have to manually add the field to any ticket forms you'd like to include it in.
- If the field is visible to customers, enter aTitle shown to customersandDescription shown to customers.
The customer title and description options aren't available if the field is only visible to agents. Descriptions appear in plain text, with no line breaks.
- If the agent must complete the field to solve the ticket, selectRequired to solve a ticket.Note:When agents merge a ticket, they do not need to fill in required fields as merged tickets bypass Solved and go directly to Closed. This setting is also bypassed if a business rule changes the ticket to Solved, because a system process is solving the ticket rather than an agent.
- If the end user must complete this field to submit the ticket, selectRequired to submit a request.
- Enter an optionalDescription shown to end users.
- Configure any additional options, depending on your field type.
- Field option(checkbox fields only, optional):
Enter a tag to apply to a ticket when the checkbox is selected.
- Field validation(regex fields only):
Enter a regular expression to create an input mask to validate entry.
- Field values(drop-down and multi-select fields only):
- Enter Field options to include in the list. Click theXto remove a value.
You canbulk importfield values if you have a large number to add.
- ClickSort ascendingor use thedrag-and-dropicon (
) to manually reorder the field values. - To create a nested drop-down list, separate categories and values with a double colon (::). SeeOrganizing drop-down lists.
- Enter Field options to include in the list. Click theXto remove a value.
- Related objectandSet a filter(lookup relationship fields only)
Select the type of object to relate, and optionally define filters that restrict possible values for the field. SeeAdding lookup relationship fields.
- Field option(checkbox fields only, optional):
- (Optional) Specify aDefault valuefor the custom field.Note:The default value in a drop-down list 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 with a drop-down list with a default option, the default option is not displayed and is shown as blank.
- ClickSaveor, to create another custom field, click the drop-down icon and selectSave and add another.
If you have a single ticket form, the new field automatically appears in your ticket form.
(Enterprise only) If you have multiple ticket forms,edit the ticket formswhere you want the field to appear, drag the field from the right onto the ticket form, then clickSave. Repeat for additional ticket forms.
- If needed, you canreorder your custom ticket fields.
The custom field appears on new tickets. It also appears on less-than-closed, closed, and archived tickets with a null '-' or empty value.
If the field does not appear on a new ticket, you might need to restart your browser.
Not all custom field types are available across business rules and views. For a list of which custom fields apply, seeUsing custom ticket fields in business rules and views.
On Suite Professional and above, you canreport on custom fields in Explore.
Cloning custom ticket fields
Administrators and agents in custom roles with permission can create new custom fields from scratch or clone existing ticket fields and modify them as needed.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectTickets > Fields.
- Hover over the row of the user field you want to clone, then click the option menu icon (
) and selectClone.A detailed view of the ticket field's settings is displayed.
- Edit theDisplay nameso that it is unique.
- Set any other options for your field, depending on the type.
- ClickSave.
If you have a single ticket form, the new field automatically appears in your ticket form.
(Enterprise only) If you have multiple ticket forms,edit the ticket formswhere you want the field to appear, drag the field from the right onto the ticket form, then clickSave. Repeat for additional ticket forms.
- If needed, you canreorder your ticket fields.
Understanding the persistence of custom field data
If you delete a custom field, the data from the custom field is not preserved in existing tickets, including closed tickets. The data is preserved only if the custom field also adds a tag to a ticket. The three custom fields that add tags are the drop-down list, the checkbox, and multi-select fields. If you delete one of these custom fields, then the data in tickets persist as tags.
For example, suppose you have a drop-down list in your ticket form to associate tickets with different product names. After a while, a decision is made to stop providing support for one of the products. If you remove the product from the drop-down list, the product name persists in existing tickets as a tag. If however you use a text field to record a product ID and you delete the text field, the product ID is not preserved in your tickets.
72 Comments
Hi, in regard to the submit a request form. The CCs field only is visible when you are logged into Zendesk. For anonymous, the CC's field does not show up. Is there a way to enable it for anonymous users completing the form?
As of the moment, onlysigned-in userswill see a CC field appear in your ticket form. This is an added security to prevent those anonymous people that aren't signed in to include a whole bunch of other addresses when sending a request -- to avoid any potential abuse from spammers.
For more information, kindly visit this article:Adding a CC field to the ticket forms used in my Help Center.
I hope that helps! Thank you!
Is there a way to add a custom field capturing international format telephone number for different countries. Exactly like this plug-inhttps://intl-tel-input.com/
Andre Lee
in this case, you might want to create a custom field of the "Regex" type.
Here you can find out moreabout custom field types.
I have a custom ticket field that is required to solve a ticket, however, this setting is ignored by an Automation that closes tickets that have been open and pending for a period of time.
我怎么能要求自定义field to be required to update a ticket, or is there another solution to this issue?
Hello Jeff, thank you for your question!
The rule of a ticket field being "required to solve a ticket" is bypassed by Business Rules (like Triggers and Automations) as you can see on this article above:
Depending on your custom file type and its options, you might be able to make this required by adding some conditions that use the ticket field in question. Then the Automation would not run until the conditions are met.
I hope this was helpful!
Is there a character limit on the custom field title and description (for both agents and end-users)? I have a field that needs some instruction for users, but I get an error every time I shorten things. It would be nice to know my limit vs continuing to guess. Hopefully this is a simply one, but I have tried searching for this 10 different ways and can't find an answer! Thank you!
Is it possible to have a custom field which allows customers to upload an attachment? We need customers to provide a screenshot and it would be great to use a custom field in the bot flow to do this
Right now, there is no option to add an attachment field in the flow builder. However, your customer will always have an option to attach a file in the messaging conversation by using the attachment button beside the composer. Here's a quick demo:
I hope that helps. Thank you!
HI!! I would like to know if is possible to create a field on the contact form to attach documents and mandatory. I know there is a field for attaching documents, but I'd like to have one more of this mandatory at the moment to send.
Please, help me!
Thank you
Leticia- not a perfect solution but the way I handled this was to put a checkbox above the attachment field that is required for them to check and is a confirmation that they did upload an attachment. It doesn't always work ;)
Pleasesign into leave a comment.