About ticket fields

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Ticket fields help you organize and manage support requests by collecting essential information. Standard ticket fields are predefined, while custom fields let you gather additional data, like product details. Use ticket forms to present these fields to users and agents. Access and manage fields via the Fields admin page, and leverage APIs, triggers, and automations for enhanced functionality.


Typically, when end users submit support requests, they provide the subject and description
of their question or support issue in standard ticket fields. They may also be prompted
to provide additional data such as a product type or model number using custom ticket
fields.
Collectively, a predefined set of ticket fields are a ticket form. Ticket fields on a
ticket form are visible to end users in the contact form, in the help center or Web Widget
(Classic) for example, and to agents in a ticket, as shown here.

Tickets contain other data that you can access using placeholders, Zendesk
APIs, triggers, and automations. Ticket fields don't need to be on a ticket form to be
used in these places.
There are two types of ticket fields:



Standard ticket fields are the predefined fields that agents see in a ticket.
Additional standard fields are added to the ticket page when you activate additional
Zendesk Support features, such as ticket sharing. You can deactivate and reactivate some
(but not all) of the standard fields. See the complete list of standard ticket fields.


Custom ticket fields can be created in addition to standard ticket fields to
gather additional information from the person who is requesting support. For example, you
may add a custom field prompting them to select a product name or model number. See the
complete list of custom ticket field types.
Also, see
the following articles:


Optimizing your ticket form to understand
ticket fields and do some planning to build an optimal ticket form.

Adding custom fields to your tickets and support
request form to create the custom ticket fields you need.




You can view and manage all of your ticket fields on the Fields admin page. See Viewing your ticket fields.


Standard ticket fields

The following fields are considered standard ticket fields and are part of tickets by
default for all Zendesk Suite and Support accounts. Some standard fields can't be edited.
See About system ticket rules.
Depending on your plan type, you may have access to additional standard ticket fields:
Additional ticket fields for employee services
Additional ticket fields for the Copilot add-on










Standard field
Description




Requester
All tickets require a requester. The requester is the person who made the
support request. If a ticket is created by an agent and the requester field is
left empty, then the agent will be the requester of the ticket. If needed, the
ticket requester can be changed to someone else. See Updating the ticket requester.
You can also
create a ticket on someone else's behalf. See Creating a ticket on behalf of the
requester.



Follower
Followers can be agents, light agents, or admins, but not end users. Similar to
a persistent BCC, followers receive notifications when ticket updates occur, and
they can view and create internal notes. Followers are invisible to end users, but
CCs are not. See When to use CCs and followers.


Assignee
The assignee can be either a group or a specific agent. See Manually assigning a ticket to yourself, another agent, or a
group.


CCs
If you have been configured to allow it, other people can be copied on tickets.
Both the requester and agents can add CCs to a ticket. The requester does it by
adding CC email addresses if they requested support via your support email address.
Agents can add CCs using the CC field when updating the ticket. See Using CCs, followers, and @mentions.


Share
The Share field is only displayed if you have enabled ticket sharing, which
means that tickets can be shared with other Zendesk Support accounts. See Sharing tickets.


Subject
The Subject field is required and can be up to 255 characters.
It's typically included in
the support request submitted by the requester. For example, when someone submits a
support request through email, the subject line of the email is used as the ticket's
subject. If the ticket title does not appear in the ticket subject, your Subject
field might not be visible to end users. To correct this, see this Support Tech Note.


Description
The Description field is required. This is the text of the support request.
When an end user submits a support request via email, the body of the email request
is used as the description. The description becomes the first comment in the
ticket.


Status
There are six standard ticket status values. A ticket's status can be set and
updated either manually by an agent or automatically via your business rules. If
you've activated custom ticket statuses, your
account may include additional ticket statuses. The standard ticket statuses
listed below are the default ticket statuses of your ticket status categories. See
Managing ticket statuses.


New means that the request was received but that it has not been opened
and has not been assigned to an agent. The New status can indicate that the
support team is evaluating it to determine who should be assigned to resolve it.
After changing the status from New to another status, you can't change the
status back to New.

Open means that the request has been assigned to an agent who is
working to resolve it. Once a ticket status changes to Open, it can never return
to New. If your tickets are being created in the Open status instead of New, see
Why are new tickets being created in Open
status?


Pending means that the assigned agent has a follow-up question for the
requester. The agent may need more information about the support issue. Requests
that are set to Pending typically remain that way until the requester responds
and provides the information the agent needs to continue resolving the request.

On-hold means that the support request is awaiting a resolution from a
third party, someone who is not a member of your support staff and does not have
an agent account. This status is optional and must be added. See Adding the On-hold ticket status to Zendesk
Support.

Solved means that the agent has resolved the support issue. Solved
tickets are closed, typically, a number of days after they have been set to
Solved (the exact number of days depends on how an Administrator set this up).
Until a ticket is closed, the requester can reopen the ticket. For example, the
requester may not agree with the agent that the support issue is resolved and
reply back to the ticket solved email notification.

Closed means that the ticket is complete and can't be reopened.
Requesters however can create follow-up requests for closed requests. A ticket's
status cannot be changed to Closed manually. Closing a ticket is handled
automatically via your business rules.




Type
There are four values for type. Setting the type helps you to categorize your
tickets, which you can then use in your workflow. For example, you can create views
of tickets by their type. While the field can be blank initially (and through any
number of updates), once you change the field to a specified type, you can't change
it to blank again.

Question is used to indicate that the requester's issue is a question
rather than a problem that needs to be solved.

Incident is used to indicate that the requester is experiencing a
single occurrence of a larger problem that is affecting multiple users.

Problem is used to indicate that the requester is having an issue with
your product or service that needs to be resolved and that is affecting multiple
users. For example, if the wireless network in an office stops working, the
problem will probably generate several support requests. Instead of handling
each ticket separately, create one ticket describing the problem and set the
type to Problem.
Link incident tickets to problem tickets. When you solve the problem ticket,
all linked incident tickets are solved too. See Working with problem and incident
tickets.

Task is used when you want to assign the ticket as a task to a specific
agent. When you select Task, you can set a Task Due Date. The due
date is defined as 12pm in the user's browser's local timezone on the date
specified.


Note: If you deactivate the Type field, all your
tickets default to Incident, which is one of the most-common ticket types.




Priority
There are four values for priority: Low, Normal, High, and
Urgent. By default, all of these four values are available, but you can
allow only the Normal and High values to appear. To do so, edit the priority field, then change the
setting under Field values.
Priority is not a required field, so you
do not always need to select a value. How you weigh the priority of your tickets
is up to you. If you deactivate the Priority field, Zendesk SLA
targets will not apply. See Setting up SLA policies.




Tags
Tags are used throughout to add additional information to tickets, which can
then be used in your ticket workflow. Tags can be added to tickets in the following ways:

You can add them manually.
Tags can be added (and removed) automatically based on your business rules.
Tags can be added to users and organizations and these tags are
automatically added to tickets.


Tags are enabled by default but can be disabled. See Enabling and disabling ticket tags.



Approval status
Visible only after approval requests have been turned on. This field is automatically updated to
reflect the status an approval request associated with the ticket. There are four
values: Pending, Approved, Denied, and
Withdrawn.
Note: For accounts with more than one ticket form, this field
must be manually added to ticket
forms.








Additional ticket fields for employee services

Employee Service Suite plans include several additional ticket forms that are specialized
for common HR and IT inquiries. To support those specialized ticket forms, the following
ticket fields are predefined for Employee Service Suite plans.
All of these fields are labeled as [SAMPLE] on the Ticket fields page in Admin
Center for clarity. However, [SAMPLE] is excluded from the titles shown to
customers.
These fields are active by default, but can be deactivated or deleted if you don't need them. See Using the sample data for employee services.










Field
Industry
Description
Ticket forms




[SAMPLE] New hire name
HR
A text field in the New hire onboarding ticket form that contains a new
employee's name.
New hire onboarding


[SAMPLE] Expected start date
HR
A date field in the New hire onboarding ticket form that indicates a new
employee's expected start date.
New hire onboarding


[SAMPLE] New hire office location
HR
A text field in the New hire onboarding ticket form that contains the new
employee's office location.
New hire onboarding


[SAMPLE] Laptop requested
HR
A text field in the New hire onboarding ticket form that indicates whether a
laptop has been requested for the new employee.
New hire onboarding


[SAMPLE] Software name
IT
A text field indicating the name of the software for which access is being
requested.
Software access


[SAMPLE] Leave type
HR
A text field indicating the type of leave being requested or inquired about.
For example, FMLA or parental leave.
Leave request, Parental leave


[SAMPLE] Expected leave duration
HR
A text field indicating how long the requested leave is expected to
be.
Leave request


[SAMPLE] Expected leave start date
HR
A date field indicating the start date of the requested leave.
Leave request


[SAMPLE] Employee ID
HR
A text field indicating the employee's ID.
Payroll questions


[SAMPLE] Department
HR, IT
A text field indicating the employee's department within the
organization. In employee service accounts, brands are expected to be used to
differentiate groups of agents within the account (HR, IT, Legal, etc.), while
this custom field could be used to designate the employee's location within the
organization, such as Engineering.

New hire onboarding, Payroll question, New laptop request, Software
access


[SAMPLE] Approval status
HR, IT
A text field, editable by agents and admins only, indicating whether a
request made in the ticket is approved.
New hire onboarding, Payroll question, New laptop request, Software
access







Additional ticket fields for the Copilot add-on

If you have the Copilot add-on, then your account includes
additional standard ticket fields. These fields store AI-generated values and associated
information.
The Copilot add-on also includes custom ticket fields that are populated with prebuilt
predictions by the Zendesk machine learning model. See Understanding intelligent triage fields to learn
more.








Standard field
Description




Summary
The AI-generated summary of a ticket. AI-generated ticket summaries are a
concise recap of all the public comments and internal notes that have been added
to a ticket so far. To learn more, see About ticket summarization. The Summary
field is populated only when an agent manually refreshes the ticket
summary. The field stores the latest summary generated by the agent in
the language in which it was created.



Summary agent ID
The ID of the agent who last generated a ticket's summary.


Summary date and time
The time stamp of when a ticket's summary was last generated.


Summary locale
The locale of the agent who last generated a ticket's summary.