The purpose of this article is to review the ticket fields in Zendesk and provide you with the information needed to maintain the ticket fields.
This article will cover the following information:
- Understanding Ticket Fields
- How Custom Ticket Fields Work
- Adding Custom Ticket Fields
- Field Types and Their Uses
- Practical Applications
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💡 Key Terms and Definitions
- End-User - The end-user is the customer making the inquiry. You can view and edit end-user information from this screen.
- Interactions - All conversations with a customer within Zendesk, spanning multiple channels such as emails, live chats, phone calls, form responses, and support team outreach.
- Ticket Fields - Ticket fields in Zendesk are essential components used to capture and store information related to customer support requests. These fields can include various types of data, such as text, numbers, or multiple-choice options, and are used to categorize and prioritize tickets effectively.
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Understanding Ticket Fields
Zendesk offers various types of fields to streamline the support process. For our specific workflow, we've customized a few fields to better suit our needs. These fields fall into two main categories:
System Ticket Fields
- Standard, default fields that agents see in every ticket.
- These fields capture essential information necessary for resolving support requests efficiently.
Custom Ticket Fields
- Ticket fields are created to gather additional, specific information from the person requesting support.
- These fields allow us to collect more detailed information tailored to our unique workflow requirements, ensuring we have all the relevant data to provide top-notch support.
By understanding the difference between system and custom ticket fields, you'll be better equipped to manage and resolve tickets effectively. Remember, these fields are designed to enhance our workflow and improve the overall customer support experience.
How custom ticket fields work
Custom ticket fields are essential for gathering additional information about support issues, products, or services. Here's how to effectively use them in your customer support operations:
Adding Custom Ticket Fields
For Agents:
- Custom fields can be added to tickets for agents to apply more detailed information about the interaction.
For End Users:
- You can also add custom fields to your Help Center's "Submit a Request" form, allowing end users to provide specific information upfront.
Field Types and Their Uses
Required vs. Optional Fields:
- Custom ticket fields can be set as required or optional, depending on the information you need.
Field Types:
- Drop-down List, Multi-select, and Checkbox:
- These fields generate tags that can be utilized in automations, macros, triggers, reports, and views.
- Lookup Relationship Fields:
- These fields can be used specifically in triggers and views to streamline workflows.
Practical Applications
- Automations and Macros:
- Utilize generated tags from custom fields to automate routine tasks and apply predefined responses.
- Triggers and Views:
- Set up triggers based on custom field inputs to route tickets efficiently. Use views to sort and filter tickets based on custom field data.
- Reporting:
- Leverage tags from custom fields in reports to gain insights into common issues and improve service delivery.
By incorporating custom ticket fields into your support system, you can enhance data collection, streamline processes, and ultimately deliver a more tailored and efficient support experience.