Announcing an update to custom field rendering in the ticket sidebar

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout on</strong></td>
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<td style="height: 22px; width: 33.3333%;">July 22, 2026</td>
<td>July 21, 2026</td>
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</table></figure><p><span style="color: #424242;">We’re updating how custom fields are displayed in the ticket sidebar based on the number of fields in the selected ticket form.</span></p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="e4e80eac5931b9ab5a281b29445d3e1b5"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="ee0f1d04b370581a30e6e61811cc95ed7"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="efd3ab9700519891b2f07d601666ea7b0"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><ul>
<li data-list-item-id="ee4355c053011ba4ef3f26520f700f01d">
<span style="color: #424242;">If a ticket form has </span><span style="color: #111827;">more than 70 renderable custom fields</span><span style="color: #424242;">, agents will initially see the </span><span style="color: #111827;">first 50 custom fields</span><span style="color: #424242;"> along with a </span><span style="color: #111827;">Show more</span><span style="color: #424242;"> button to reveal the rest.</span>
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<li data-list-item-id="ed20b03aeebe3a466e18a27bb2a083064">
<span style="color: #424242;">If a ticket form has </span><span style="color: #111827;">70 or fewer renderable custom fields</span><span style="color: #424242;">, all fields will continue to be shown and loaded as usual.</span>
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</ul><p><span style="color: #424242;">A few additional details:</span></p><ul>
<li data-list-item-id="eebbf66db16758829a68e5f27e07d998e">
<span style="color: #424242;">The </span><span style="color: #111827;">form selector</span><span style="color: #424242;"> and </span><span style="color: #111827;">Tags</span><span style="color: #424242;"> field are always visible and are not affected</span>
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<li data-list-item-id="ed934b721d3892c9f8c2037fe404181b8">
<span style="color: #424242;">There is </span><span style="color: #111827;">no Show less</span><span style="color: #424242;"> option — once expanded, the additional fields stay visible for that session</span>
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</ul><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p><span style="background-color: #ffffff; color: #424242;">This update helps improve performance and usability for ticket forms with a very large number of fields. By reducing the number of fields rendered on initial load, we can create a faster and more manageable experience for agents while still preserving access to all fields when needed.</span></p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p><span style="color: #424242;">No action is required. This feature is applied to accounts automatically.</span></p><p><span style="color: #424242;">If an agent reports that a custom field appears to be missing, check whether:</span></p><ul>
<li data-list-item-id="e04e9bcac3fb814be6017aeb4bd5cfe39">
<span style="color: #424242;">The ticket form has </span><span style="color: #111827;">more than 50 renderable custom fields</span>
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<li data-list-item-id="e4bdaffdd8391dcfd437b9dac1614f5b9">
<span style="color: #424242;">The agent has clicked </span><span style="color: #111827;">Show more</span><span style="color: #424242;"> to reveal the remaining fields</span>
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</ul><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>