Editing and managing your ticket fields

Editing ticket fields

You can edit some or all of the details in both custom and standard fields. Not all ticket fields can be edited.

To edit a ticket field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Hover over the row of the field you want to edit, then click the option menu icon () and select Edit.
3. Update the options as needed.

   If you are editing a drop-down field, see Altering drop-down fields to understand how changing or removing field values affects tickets.

   Non-editable options are either dimmed or will not respond to mouse clicks.

   

4. When your changes are complete, click Save.

Reordering ticket fields

The order of your custom ticket fields on the Fields page determines the order in which they're displayed in several places. This includes the Business rules pages in Admin Center and when you bulk update tickets in Agent Workspace.

For example, let’s say you have a custom field named "US region" and you reorder your ticket fields so that this field appears at the top of the Ticket fields page.

On the Triggers page, this field will appear first in the list of custom fields in the Conditions drop-down.

The position of this field is also affected on other Business rules pages in Admin Center, such as automations. Additionally, if you bulk update tickets in Agent Workspace, the position of this field is affected.

If your account has a single ticket form, reordering custom fields on this page also reorders the fields on your form.

Note: Reordering ticket fields doesn’t change the order in which they appear in a ticket if your account has access to multiple ticket forms.

To change the order of custom ticket fields

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Click Actions and select Edit order.
3. Click and drag the rows into the order you want or use the arrows on each row to move them up or down in the list.
4. Click Save.

Deactivating and reactivating ticket fields

If you want to temporarily remove a custom field created by you from a ticket, you can deactivate it. Deactivated fields can be reactivated when needed. Some standard ticket fields and some fields created via business rules cannot be deactivated.

Note: If you deactivate the Priority ticket field, Zendesk SLA targets will not apply. See Setting up SLA policies. If you deactivate the Type field, all your tickets default to Incident.

Deactivated ticket fields are moved to the Inactive fields list on the Ticket Fields admin page. Deactivated ticket fields will no longer appear in the ticket form for your tickets. Deactivating ticket fields will alter Closed and Archived tickets. Any data lost from the deactivated field can be recovered again by reactivating the ticket field.

To deactivate a custom ticket field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Hover over the field you want to deactivate, then click the options menu icon () and select Deactivate.

   

3. Click Deactivate to confirm you want to deactivate the custom field.

   The custom ticket field moves to the Inactive tab and no longer appears in your ticket forms. The deactivated ticket field is also removed from tickets with a status of closed and archived.

To reactivate a custom ticket field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Find the custom ticket field on the Inactive tab, click the option menu icon () and select Activate.

   The custom ticket field moves to the Active tab and appears in your ticket form.