Zendesk - Ticket fields

Zendesk tickets contain various ticket fields that add information about the ticket. Some fields are required inputs by the requester (e.g. Subject), while some fields are outputs generated by the system (e.g. Ticket ID).

Ticket input fields

To view the full list of ticket fields, go to settings > under Manage > Ticket Fields.

Ticket fields Ticket fields

Ticket default input fields

Zendesk's out-of-the-box ticket fields gather basic information. At default, only "subject" and "comment" is configured as mandatory.

Input field Description
Ticket form Select a ticket form to use preconfigured custom fields.
Subject The subject of the ticket.
Description The description of the ticket.
Type The type of ticket. Permitted values are problem, incident, question, or task.
Priority The priority of the ticket. Permitted values are urgent, high, normal, or low.
External ID A unique identifier from another system.
Status The status of the ticket. Permitted values are open, pending, hold, solved, or closed.
Requester ID The unique Zendesk ID of the user who requested this ticket.
Submitter ID The unique Zendesk ID of the user who submitted the ticket. An Agent can submit a ticket on behalf of a customer (requester).
Assignee ID The unique Zendesk ID of the Agent assigned to the ticket.
Organization ID The unique Zendesk ID of the requester's organization.
Group ID The unique Zendesk ID of the group assigned to the ticket.
Forum topic ID The topic this ticket originated from.
Recipient email address The email of the original recipient of the ticket.
Has incidents Select Yes to mark this ticket as a problem, otherwise select No.
Due at Only applied if the ticket is a task type. The due date of the ticket.
Tags The tags applied to this ticket. You can add multiple tags with the , separator.

Ticket custom input field

Aside from the preconfigured fields, Zendesk allows you to customize ticket fields to suit your business use-cases. Below is an example of ticket custom fields.

Ticket custom field Field type Mandatory
Department Dropdown (list) Yes
Linked to product ID Numeric (int) Yes
Product short name Text (string) No
Occurred before Checkbox (boolean) Yes
Date of last incident Date (date) No

Ticket output fields

Some ticket fields are manual inputs (e.g. Subject), while others are generated by the system (e.g. Ticket ID).

Ticket default output fields

Depending on the field configuration, some fields might have null or default values.

Input field Description
Ticket ID The unique Zendesk ID of the ticket. This is automatically assigned when the ticket is created.
Subject The subject of the ticket.
Type The type of ticket. Permitted values are problem, incident, question, or task.
Priority The priority of the ticket. Permitted values are urgent, high, normal, or low.
External ID A unique identifier from another system.
Status The status of the ticket. Permitted values are open, pending, hold, solved, or closed.
Requester ID The unique Zendesk ID of the user who requested the ticket.
Submitter ID The unique Zendesk ID of the user who submitted the ticket.
Assignee ID The unique Zendesk ID of the Agent assigned to the ticket.
Organization ID The unique Zendesk ID of the organization of the requester.
Group ID The unique Zendesk ID of the group assigned to the ticket.
Forum topic ID The topic this ticket originated from.
Recipient email address The email of the original recipient of the ticket.
Has incidents Is True if this ticket has been marked as a problem, otherwise it will display False.
Due at The due date of the ticket.
Tags The tags applied to this ticket. You can add multiple tags with the , separator.
Ticket form ID The unique Zendesk ID of the ticket form associated with this request.
Via: Channel Information about how the ticket was created. Some possible values are "web", "mobile", "API" etc.
Via: Source Only for follow-up tickets. This shows the unique Zendesk ID of a closed ticket.
Description The description of the ticket.
Ticket URL The API URL of this ticket.
Date created The time this ticket was created.
Date updated The time this ticket was last updated.

Ticket custom output fields

If you have configured ticket custom fields, you can retrieve the corresponding output. Below is an example of ticket custom output fields.

Ticket custom field Field type Output
Department Dropdown (list) Sales
Product ID Numeric (int) 86415a8e-8282-11e9-a9fa-a53f472c6300
Product short name Text (string) MX Mouse F3
Occurred before Checkbox (boolean) True
Date of last incident Date (date) 2019-05-30T11:04:06.000+08:00

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