Ticket Fields
What are ticket fields
Ticket fields are the individual components that make up a ticket form. They can be customized to ask for specific information and help generate ticket metadata. Typically, there are two types of ticket fields:
- System ticket fields - ones pre-built into Zendesk
- Custom ticket fields - ones built by us into Zendesk
Types of ticket fields
There are several types of ticket fields, however the only ones we use are as follows:
| Field Type | Usage |
|---|---|
| Drop-down | A select box containing a list of items (only one can be selected) |
| Text | A single line textbox |
| Checkbox | A checkbox allowing for boolean style data |
| Number | A textbox allowing for only whole numbers |
| Multi-line | A textbox allowing for multiple lines |
| Date | A textbox allowing for date strings only |
| Multi-select | A select box containing a list of items (multiple can be selected) |
| Decimal | A textbox allowing for decimal type numbers |
| Regex | A textbox allowing for strings only matching a specific regex formula |
Ticket field options
While the exact options vary from type to type, the options you will generally see are:
- Permissions
- Agent only - seen only on the agent ticket page, not visible to end-users
- Editable for end users - seen by both agents and end-users (read and write)
- Read-only for end users - seen by both agents and end-users (read only)
- Title shown to agents - what name to show on the agent side (this is inheritied from the ticket field title)
- Required to solve a ticket - a conditional that specifies a ticket cannot be set to solved unless this field is populated (note conditions on ticket forms can override this)
- Title shown to end users - what name to show on the end user side
- Required to submit a request - a conditional that specifies a ticket cannot be created by an end user unless this field is populated (note conditions on ticket forms can override this)
- Description shown to end users - the text to show below the field on a ticket form
- Field values
- Value - the name to display in the drop-down item
- Tag - the tag to apply when this option is selected
- Tag - what tag to apply when the field is populated (applies only for the checkbox ticket field type)
- Field validation - the regex formula to use for the ticket field
Creating a ticket field via Zendesk
To create a ticket field in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Ticket fields page (Objects and rules > Tickets > Fields).
From there, click the Add field button at the top-right of the page.
You will then give your ticket field a title by clicking on New field at the
top of the page (keep in mind the title shown to agents is determined from the
title you enter). After doing that, you will then select the field type.
Next, you will enter the permission information. This will vary depending on what you want the ticket field to look and act like.
You will then enter any options specific to the ticket field itself.
Finally, click the blue Save button in the bottom right-hand side of the page.
Editing a ticket field via Zendesk
To edit a ticket field in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Ticket fields page (Objects and rules > Tickets > Fields).
From there, locate the ticket field in question among the list of all ticket
fields. After doing so, click on the name of the ticket field. Note that if you
are working on an inactive ticket field, you will need to click the Filter
button (below the search bar) to change the default filter.
From here, you can tweak the settings of the ticket field.
One you are done editing, click the blue Save button in the bottom right-hand
side of the page.
Deactivating a ticket field via Zendesk
To deactivate a ticket field in Zendesk, you first need to go to the Admin Center (Zendesk Global / Zendesk US Federal). From there, you need to go to the Ticket fields page (Objects and rules > Tickets > Fields).
From here, there are two ways to deactivate the ticket field:
- Hover over the field and click the three vertical dots on the right side of the field item, then click on Deactivate in the pop-up menu.
- Click on the ticket field title, click on the three vertical dots on the top right-hand side, then click Deactivate.
Ticket field standards
To ensure all ticket fields we utilize are both consistent in nature and transparent in their actions, we strive to meet some standards on all ticket fields we work with.
Naming standards
The title of the ticket field should be as clear and concise as possible. The objective is for the agents working tickets and the Zendesk admins to be able to understand what the ticket field is for and what information it contains.
Drop-down standards
With drop-downs, aim to make the information as clear and concise as possible. Lengthy wordings here can render poorly at times in the ticket form.
There will be times when you cannot avoid it. In those cases, you’ll want to double check what it will look like to the end-user and the agent before committing the option to production.
Tagging standards
Whenever possible, we want tags generated from ticket fields. The tags should be very unique and align with the title of the ticket field.
As an example, if you are making a drop-down called “Billing Problem Type”, you would want the tags used to reflect that as well as the option they represent.
| Option | Tag |
|---|---|
| I want a discount | billing_problem_discount |
| My credit card won’t work | billing_problem_cc_issue |
| Other | billing_problem_other |
We do this to ensure the tags do not collide with one another and so we can get very specific information via data queries.
Change management
As these are maintained via sync repositories, our standard change management process applies to all Zendesk ticket fields. See standard change management for more information.
Labels to use
For all issues and MRs involving ticket fields, the label
Support-Ops-Category::Forms should be used.
Change criticality
Due to the nature and impact adding/editing/deleting Zendesk ticket fields imposes, all issues/MRs related to Zendesk ticket forms will be classified as either criticality 1 or criticality 2
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