Editing and managing your ticket fields




What's my plan?





All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise







Location: Admin Center > Objects and rules > Tickets > Fields



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.
You must be an administrator or an agent in a custom role with
permission to update ticket
fields.


This article contains the following topics:


Editing ticket fields
Deactivating and reactivating ticket
fields
Deleting ticket fields


Related articles:


Adding custom fields to your tickets and support request
forms




Editing ticket fields

You can edit some or all of the details in both custom and standard fields. Not all ticket
fields can be edited.
To edit a ticket field


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
Hover over the row of the field you want to edit, then click the option menu icon
( ) and select Edit.
Update the options as needed. If you are editing a drop-down field, see Altering drop-down fields to understand how changing or
removing field values affects tickets.
Non-editable options are either dimmed or
will not respond to mouse clicks.

When your changes are complete, click Save.





Deactivating and reactivating ticket fields

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.
Note: If you
deactivate the Priority ticket field, Zendesk SLA targets will not apply. See Setting up SLA policies. If
you deactivate the Type field, all your tickets default to
Incident.

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.
If you want to delete a custom ticket
field, you must deactivate it first.
To deactivate a custom ticket field


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
Hover over the field you want to deactivate, then click the options menu icon ( ) and select Deactivate.

Click Deactivate to confirm you want to deactivate the custom field. The
custom ticket field no longer appears in your ticket forms. The deactivated ticket
field is also removed from Closed and Archived tickets.



To reactivate a custom ticket field


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
Click the Show and hide columns icon ( ), then select Status.
Find the inactive custom ticket field, click its option menu icon ( ) and select Activate.





Deleting ticket fields

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 deactivate it first.
If a ticket field is being used as a conditional field on a ticket form, you must remove it from the form before deactivating and
deleting the field.
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.
To delete a custom ticket field


In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
Hover over the row of the field you want to edit, then click its option menu icon
( ) and select Edit. If your ticket field
is active, you must deactivate it first.

Click the option menu icon ( ) at the top of the page, then select
Delete.
Click Delete to confirm the deletion.


The field is removed from your ticket fields list.



//
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//

