Zendesk Suite trial: Customizing your ticket information

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<p class="p" dir="ltr">As part of setting up your Zendesk Suite trial, you have the opportunity to add
additional changes to your account in addition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578" target="_blank">basic tasks and email setup</a>. </p>
<p class="p" dir="ltr">Zendesk provides you with a setup wizard that you can use to add custom fields to
your ticket. Custom ticket fields enable you to capture the exact information you need from
customers to quickly solve tickets. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom ticket fields to your tickets and forms</a>. </p>
<p class="p">This article includes these sections: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li"><a class="xref" href="#topic_lhf_5jc_x2c">Starting the setup wizard for custom ticket fields</a></li>
<li class="li"><a class="xref" href="#topic_yb5_tmc_x2c">Adding custom fields</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lhf_5jc_x2c">
<h2 class="title topictitle2" id="ariaid-title2">Starting the setup wizard for custom ticket fields</h2>
<div class="body">
<p class="p">After you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578#topic_x55_pwz_y2c" target="_blank">wrapped up</a> the basic trial tasks for Zendesk Suite,
start the setup wizard for custom ticket fields. The wizard helps you customize your Support
tickets by adding new fields that your agents can use to gather additional information and
help solve tickets</p>
<p class="p"><strong class="ph b"><strong class="ph b">To set up custom ticket fields</strong></strong></p>
<ol class="ol" id="topic_lhf_5jc_x2c__ol_jyj_3lc_x2c">
<li class="li">When you open a ticket, you’ll see an invitation to customize your ticket
information.<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_qb5_bmc_x2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_start.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Get started</strong> to open the wizard.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yb5_tmc_x2c">
<h2 class="title topictitle2" id="ariaid-title3">Adding custom fields</h2>
<div class="body">
<p class="p">The wizard shows the custom fields you can add to tickets. As you work through the wizard,
you’ll see a preview of how the custom fields will appear in tickets. </p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_ntd_yhh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_preview.png" width="400"></p>
<p class="p"><strong class="ph b"><strong class="ph b">To add custom fields</strong></strong></p>
<ol class="ol" id="topic_yb5_tmc_x2c__ol_sfr_zmc_x2c">
<li class="li">In the wizard, select the fields you want to add.<p class="p">All the fields are selected by
default, but you can select or deselect them as desired. </p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_u3z_k3h_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_options.png" width="400"></p>
<p class="p" dir="ltr">Fields you can select include:</p>
<ul class="ul" id="topic_yb5_tmc_x2c__ul_lwt_43h_bgc">
<li class="li" dir="ltr">
<strong class="ph b">Order number: </strong>Adds an Order number field to the ticket. This field
accepts numerical values only. </li>
<li class="li" dir="ltr">
<strong class="ph b">Product SKU/ID</strong>: Adds a field to the ticket that you can use to
include a Product SKU or Product ID in a ticket.</li>
<li class="li">Add an <strong class="ph b">Inquiry type</strong> drop-down menu to a ticket. You can use this menu to set
what type of inquiry is associated with the ticket: <strong class="ph b">Billing</strong>, <strong class="ph b">Returns</strong>, or
<strong class="ph b">Exchanges</strong>. </li>
</ul>
</li>
<li class="li">You can select the fields and use them “as is” or click <strong class="ph b">Edit</strong> to make changes.
<p class="p">For edits, you can change the field names to suit your own needs. You can also change
the values that appear in the drop-down menu. See example below.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_kpf_x3h_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_edit_drop_down.png" width="400"></p>
<div class="note tip">
<span class="tiptitle">Tip:</span> To completely customize the ticket fields, click <strong class="ph b">Create your own</strong> to open the
Tickets fields page in Admin Center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom ticket fields to your tickets and
forms</a>. </div>
</li>
<li class="li">When you’re finished selecting and editing the fields, click <strong class="ph b">Add fields</strong>. <p class="p">After
a few moments, you’ll see a message confirming that the custom fields were
added.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_xsk_kjh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_success.png" width="300"></p>
</li>
<li class="li">Open a ticket to see the new fields you added.<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_kfh_tjh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_in_ticket.png" width="600"></p>
<p class="p">You’ll also
see these new fields on your help center request forms. </p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_urq_wjh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_ticket_fields_request_form.png" width="300"></p>
</li>
</ol>
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