Views, ticket status, and ticket fields
Questions about the default and custom fields of the ticketing system. Content about ticket forms and settings related to them, ticket, user, and organization fields. Articles about requests to create specific views, issues, and views settings. Content about the status of the tickets, issues using the submit as button and unexpected behavior regarding the ticket status.
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Why do I have to assign tags to drop-down ticket fields?
Question When creating a drop-down field, I noticed that I have to assign a tag to each choice. Why do I have to do t... -
Why are tickets missing from my views?
Question The view I created is missing tickets. Why did my tickets disappear from my views? Answer If your tickets no... -
Can views be refreshed automatically?
Question Can views be refreshed automatically? Answer Views don't automatically refresh in Support however, you can u... -
Why are my new tickets being created in Open status?
Question Why are my new tickets being created in Open status? Answer When a ticket is assigned to a group with one me... -
Workflow: How to manually close a ticket
Admins and agents sometimes want to force a ticket status to Closed for these reasons: Closed tickets can't be modif... -
Can I create a free form text field option within a drop-down list?
Question I need to create a text field option for miscellaneous issues that my agents can fill out in my drop-down li... -
Workflow: How to solve a ticket automatically after a certain amount of time
This article is a tutorial on how to automatically set tickets to solved, if you do not hear back from the user after... -
Why is a ticket field not required to solve the ticket even after I select that option?
Question Why is a ticket field not required to solve the ticket even after I select the option Required to solve a ti... -
Why does my ticket status change to open automatically?
Question Why does the ticket status sometimes automatically change to open? Answer When Zendesk assigns a new ticket ... -
Can I change a ticket status back to New?
Question Is it possible to change the status of a ticket back to New? Answer No, once a ticket's status has been chan... -
Can I edit the priority field?
Question Can I edit the priority field? Answer No, it's not possible to add or modify the values included in the def... -
I am unable to delete a ticket field
Issue symptoms I want to permanently delete one of my ticket fields, however, when I try to delete the field there is... -
Why doesn't the year show in my view?
Question I created a view to manage my tickets, and added the Request date as a column in the Formatting options. How... -
Workflow: Notify the customer when a ticket is solved
Triggers allow you to set up notifications easily. If you want to notify your users when their case is solved, consid... -
Why can't some of my agents edit user and organization fields?
Question Why can't some agents edit user and organization fields? Answer The ability for agents to modify end-user ... -
How can I add additional ticket type options?
Question Can I add additional ticket type options? Answer The default type field can't be modified because it is a s... -
How do I find the ID of a ticket form?
Question How do I find the ID of a ticket form? Answer The ticket form ID can be found in the URL of the ticket form.... -
How do I filter my views by ticket subject?
Question How can views be filtered based on ticket subject? Answer The Description condition only filters the text in... -
How do I reorder ticket fields?
Question How can I change the order of my ticket fields? Answer You can reorder ticket fields in the ticket forms pag... -
Why do solved tickets change to a closed status?
Question 28 days after a ticket is submitted as solved, the ticket moves to a closed status category. I would expect ... -
Can I add custom ticket statuses?
Question I want to add additional ticket statuses for submitting tickets. Is it possible? Answer Yes, it is possible ... -
Why does my new ticket field not appear on my ticket form?
Question I just created a new ticket field but I do not see it on the ticket form. What went wrong? Answer If you jus... -
Can I display all my personal ticket views?
Question I created many personal views. However, some views are missing when I go to the Views icon. Is it possible t... -
Can I require agents to fill in a ticket field before they move to a different ticket status?
Question I created custom ticket fields that I want to ensure agents select before they update the ticket status. Can... -
I can't reset the order of tickets in my view after selecting a column header
Issue symptoms I selected a column header within my view, and now my tickets appear in a different order. How can I r... -
The view formatting option "Group by" does not display my custom fields in order
Issue symptoms The order of my custom fields is not following descending or ascending order in my view, when Group by... -
Can I create a view that shows duplicated tickets?
Question Can I create a view that shows duplicated tickets? Answer It's not possible to have a view that shows duplic... -
Can I restrict a ticket form to agents in a specific group?
Question Can I restrict a ticket form so that it can only be used by agents in a specific group? Answer There is no w... -
Can I have two custom ticket fields placed side by side in the agent interface?
Question I notice that the default Type and Priority fields are placed side by side in the agent interface. Can I hav... -
How can I remove the due date on a task ticket?
Question I selected a Due date in the Task ticket field type and I cannot remove it. How can I remove or update the d...