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

Change management

Keep in mind, all change management should be stemming from an issue, first and foremost.

NOTE Ticket fields can be very difficult to manage. The smallest changes to them can result in very complex changes being required in the backend. If you are not fully comfortable with all the areas of Zendesk, you might want to pair with a Fullstack Engineer.

Creating a new ticket field

NOTE Whenever possible, you should aim to create the ticket field first in the sync repo and then make any edits to ticket forms as needed in a separate merge request. This helps alleviate some of the complexity involved in managing ticket forms and fields.

You will start by creating a placeholder ticket field within Zendesk itself (as you will need the ID for the sync repo). To do this, open up the admin page of your corresponding Zendesk instance (Global or US Government), click Objects and rules on the left-hand side, and then click Fields. On this page page, you will want to click Add field. This will bring up the new ticket field page.

On this page, you will do the following:

• Select the type of field you are creating
• Set the title to “Placeholder for ISSUE_LINK” (replacing ISSUE_LINK with the link to the issue you are working out of).
• Enter a description of “ISSUE_LINK” (replacing ISSUE_LINK with the link to the issue you are working out of).
• Ensure “Permissions” is set to Agents can edit
• Set any other data to match what the desired end-result will be

After doing so, click the blue Save button. You will then locate the placeholder ticket field you just created and get the ID value for it (if you the Display name, you can see it in the URL).

From here, create the merge request in the sync repo project.

Updating an existing ticket field

Updating an existing ticket form is considerably easier than creating a new one. Simply change change the code in the source project and it will occur via the sync repo.

The one caveat is when you are adding new custom_field_options, as you will not have the ID of this. As such, you will have to make the change in Zendesk first to obtain that value via the API. As such, if you are doing this, it needs to be made clear the changes for it will happen instantly in production.

Deactivating a ticket field

NOTE In theory, this is a simple task. In practice, this is a very wide-reaching change. Often this will require subsequent changes to other areas in Zendesk, such as Automations, Triggers, Macros, Theme, etc. You should aim to ensure you have removed all references to a ticket field from all other items before deactivating it.

To deactivate a ticket field, you will simply change the ticket field file in the source sync repo project via your merge request. Ensure you merge request does the following:

• Moves the file from the data/fields/active folder to the data/fields/inactive folder
• Sets active: true to active: false in the file.

Deleting a deactivated ticket field

NOTE We avoid doing this unless a ticket field has been deactivated for a full year. After that point it can be deleted completely.

To delete a ticket field, you need to purge it from multiple locations:

• Sync repo project
• Zendesk itself

The first can be done via merge requests, but the last one has to be done in the the Zendesk instance itself. To do this, open up the admin page of your corresponding Zendesk instance (Global or US Government) Objects and rules on the left-hand side, and then click Fields. On this page you will want to click the Filter button. On the panel that appears on the right-hand side, uncheck the box next to Active and check the box next to Inactive. After doing so, click the blue Apply filters button.

You will then locate the ticket field you are deleting and click on the Display name (to open the ticket field editor). You will then click the Actions button at the top-right of the page and click Delete. This will cause a pop-up modal to appear asking you to confirm the action. Click the red Delete button to do so.

Troubleshooting

Pipeline error “Blank ID”

This means the script detected a YAML file within data/fields/active or data/fields/inactive that has an id value of blank (or nil). You will need to locate the file mentioned in the error and correct that.

Pipeline error “Blank position”

This means the script detected a YAML file within data/fields/active or data/fields/inactive that has an position value of blank (or nil). You will need to locate the file mentioned in the error and correct that.

Pipeline error “Blank title”

This means the script detected a YAML file within data/fields/active or data/fields/inactive that has an title value of blank (or nil). You will need to locate the file mentioned in the error and correct that.

Pipeline error “Inactive field in active folder”

This means the script detected a YAML file within data/fields/active that has an active value of false. You will need to locate the file mentioned in the error and correct that.

Pipeline error “Active field in inactive folder”

This means the script detected a YAML file within data/fields/inactive that has an active value of anything other than false. You will need to locate the file mentioned in the error and correct that.

Pipeline error “GitLab errors”

This is a generic error message that will detail some error that occurred when trying to either create or update the tag used on the source project. The exact steps to fix this will vary based on the nature of the error itself. You will need to review the error and determine the next steps from there.

If you are unsure how to proceed, it is best to seek assistance from the wider team.

Source Projects

Zendesk Global

• Support managed content project

Zendesk US Government

• Support managed content project

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

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.