How to Add Custom Ticket Fields - Frequently asked questions
Frequently asked questions
How do I add custom ticket fields in Zendesk?
To add custom ticket fields in Zendesk, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, then select 'Tickets' followed by 'Fields'. Click 'Add field', choose a field type, and enter a display name. You can also add a…
What types of custom fields can I add to Zendesk tickets?
Zendesk allows you to add various types of custom fields to tickets, including drop-down lists, multi-select, checkboxes, and text fields. These fields can be used to gather additional information about a support issue or product. Some fields, like…
Can end users see custom ticket fields in Zendesk?
Yes, end users can see custom ticket fields if you configure them to be visible. When creating a custom field, you can set permissions to allow end users to view or edit the field. This is useful for gathering information directly from users…
How can I make a custom ticket field required in Zendesk?
To make a custom ticket field required in Zendesk, select the 'Required to solve a ticket' option when creating or editing the field. This ensures agents must complete the field before resolving a ticket. However, note that required fields can be…
What happens to data if a custom field is deleted in Zendesk?
If you delete a custom field in Zendesk, the data from that field is not preserved in existing tickets unless the field added a tag. Fields like drop-down lists, checkboxes, and multi-select fields that generate tags will retain data as tags even…
Can I clone custom ticket fields in Zendesk?
Yes, administrators and agents with the appropriate permissions can clone custom ticket fields in Zendesk. To do this, go to 'Admin Center', select 'Tickets' under 'Objects and rules', hover over the field you want to clone, and select 'Clone' from…
How do I troubleshoot custom fields not appearing in Zendesk?
If a custom field isn't appearing in Zendesk, try refreshing your browser or waiting a few minutes. If the issue persists, check that the field is correctly added to the ticket form and that permissions are set correctly. If problems continue,…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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