Zendesk - Ticket fields

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

Ticket input fields

To view the full list of ticket fields, go to settings > under Manage > 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 (for example, Subject), while others are generated by the system (for example, 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