Editing and managing your ticket fields

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt; Fields</span>
</div>
<div class="bodydiv">
<div class="div">
<p class="p">You can edit custom ticket fields to update the title and description, configure access
permissions and display information, and configure and organize ticket field values.
You can also activate or deactivate ticket fields as needed or delete them entirely.
For standard or other protected ticket fields, some of these tasks might not be
allowed.</p>
<p class="p">You must be an administrator or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">an agent in a custom role with
permission</a> to update ticket
fields.</p>
</div>
</div>
<p class="p">This article contains the following topics:</p>
<div class="p">
<ul class="ul" id="topic_ifp_dgw_jz__ul_wrx_vnl_wz">
<li class="li"><a class="xref" href="#topic_vgj_3gw_jz">Editing ticket fields</a></li>
<li class="li"><a class="xref" href="#topic_l24_3gw_jz">Deactivating and reactivating ticket
fields</a></li>
<li class="li"><a class="xref" href="#topic_k24_3gw_jz">Deleting ticket fields</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_ifp_dgw_jz__ul_wt2_34l_wz">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom fields to your tickets and support request
forms</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vgj_3gw_jz">
<h2 class="title topictitle2" id="ariaid-title2">Editing ticket fields</h2>
<div class="body">
<p class="p">You can edit some or all of the details in both custom and standard fields. Not all ticket
fields can be edited.</p>
<p class="p"><strong class="ph b">To edit a ticket field</strong></p>
<div class="p">
<ol class="ol" id="topic_vgj_3gw_jz__ol_dcv_1km_wz">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vgj_3gw_jz__d9e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Hover over the row of the field you want to edit, then click the option menu icon
(<img class="image" id="topic_vgj_3gw_jz__image_frw_s4g_4rb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) and select <strong class="ph b">Edit</strong>.</li>
<li class="li">Update the options as needed. <p class="p">If you are editing a drop-down field, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886624410#4" target="_blank">Altering drop-down fields</a> to understand how changing or
removing field values affects tickets.</p>
Non-editable options are either dimmed or
will not respond to mouse clicks.<p class="p"><img class="image img-screenshot" id="topic_vgj_3gw_jz__image_b1p_yp4_htb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/non-edit_ticket_field_ex2.png" width="300"></p>
</li>
<li class="li">When your changes are complete, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l24_3gw_jz">
<h2 class="title topictitle2" id="ariaid-title3">Deactivating and reactivating ticket fields</h2>
<div class="body">
<div class="p">If you want to temporarily remove a custom field you've created from a ticket, you can
deactivate it. Deactivated fields can be reactivated when needed. Some standard ticket
fields and some fields created via business rules can't be deactivated.<div class="note note">
<span class="notetitle">Note:</span> If you
deactivate the Priority ticket field, Zendesk SLA targets will not apply. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866#topic_tsz_1yv_rr" target="_blank">Setting up SLA policies</a>. If
you deactivate the Type field, all your tickets default to
Incident.</div>
</div>
<p class="p">Deactivated ticket fields no longer appear in ticket forms, including those on Closed and Archived
tickets. Any data lost from the deactivated field can be recovered again by reactivating the
ticket field.</p>
<p class="p">If you want to <a class="xref" href="#topic_k24_3gw_jz">delete a custom ticket
field</a>, you must deactivate it first.</p>
<p class="p"><strong class="ph b">To deactivate a custom ticket field</strong></p>
<div class="p">
<ol class="ol" id="topic_l24_3gw_jz__ol_ocq_cql_wz">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_l24_3gw_jz__d9e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Hover over the field you want to deactivate, then click the options menu icon (<img class="image" id="topic_l24_3gw_jz__image_ufg_rpm_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select <strong class="ph b">Deactivate</strong>. <p class="p"><img class="image img-screenshot" id="topic_l24_3gw_jz__image_wyh_2mb_cdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_edit_deactivate_options2.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Deactivate</strong> to confirm you want to deactivate the custom field.<p class="p">The
custom ticket field no longer appears in your ticket forms. The deactivated ticket
field is also removed from Closed and Archived tickets.</p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To reactivate a custom ticket field</strong></p>
<div class="p">
<ol class="ol" id="topic_l24_3gw_jz__ol_nxk_hmb_cdb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_l24_3gw_jz__d9e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Show and hide columns</strong> icon (<img class="image" id="topic_l24_3gw_jz__image_e4b_jrm_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/show_hide_columns_icon.png" width="22">), then select <strong class="ph b">Status</strong>.</li>
<li class="li">Find the inactive custom ticket field, click its option menu icon (<img class="image" id="topic_l24_3gw_jz__image_wrf_wqm_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select <strong class="ph b">Activate</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_k24_3gw_jz">
<h2 class="title topictitle2" id="ariaid-title4">Deleting ticket fields</h2>
<div class="body">
<p class="p">You can delete any custom ticket fields you've created. Standard ticket fields can't be
deleted and those created via business rules can only be deleted by editing the business
rule. Additionally, you can't delete an active ticket field; you must <a class="xref" href="#topic_l24_3gw_jz">deactivate it</a> first.</p>
<p class="p">If a ticket field is being used as a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">conditional field on a ticket form</a>, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770#topic_fqq_jvz_4hb" target="_blank">remove it from the form</a> before deactivating and
deleting the field.</p>
<p class="p">Deleted ticket fields no longer appear in ticket forms, including those on Closed and Archived
tickets. If you delete a custom ticket field, you will not be able to recreate or recover
the field or its data. If you want to preserve the field data, it is recommended that you
deactivate the field instead.</p>
<p class="p"><strong class="ph b">To delete a custom ticket field</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_k24_3gw_jz__d9e1366" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Hover over the row of the field you want to edit, then click its option menu icon
(<img class="image" id="topic_k24_3gw_jz__image_al1_rrm_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) and select <strong class="ph b">Edit</strong>. <p class="p">If your ticket field
is active, you must <a class="xref" href="#topic_l24_3gw_jz">deactivate it</a> first.</p>
</li>
<li class="li">Click the option menu icon (<img class="image" id="topic_k24_3gw_jz__image_lyv_frm_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) at the top of the page, then select
<strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete</strong> to confirm the deletion. </li>
</ol>
</div>
<p class="p">The field is removed from your ticket fields list.</p>
</div>
</div>
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