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From YouTube: Support Ops - Zendesk - Editing Ticket Fields
Description
Jason Colyer, Support Operations Manager, takes us through how to edit ticket fields in Zendesk
A
Greetings
all
my
name
is
jason
carr,
I'm
the
support
operations
manager
here
at
gitlab
and
today
we're
going
to
go
over
editing
a
ticket
field
in
the
zendesk
ui.
So
let
me
share
my
screen
and
we
will
get
started
to
do
this
you're
going
to
go
to
the
admin
panel
by
that
you'll
click,
the
gear
icon
under
manage,
go
to
ticket
fields,
and
then
you
want
to
locate
your
field.
You
can
either
do
it
through.
A
You
know,
searching
or
you
could,
if
you
really
wanted
to
scroll
through
and
check,
every
single
one
of
them
either
way
works,
but
once
you've
located
it
hover
over
it
and
click
it
and
from
here
you're
brought
up
to
the
screen.
That
looks
very
very
similar
to
that
of
the
you
know:
creation
page,
the
one
big
change
here
is
you'll
notice.
You
can't
select
the
field
like
the
type
anymore,
once
you've
selected
a
type.
It
cannot
be
edited.
A
So
if
you
needed
to
like,
if
you
wanted
to
change
this
to
a
new
type,
basically
you
need
to
create
a
whole
new
field,
but
beyond
that,
you'll
make
any
changes.
So
we'll
just
I'm
going
to
add
some
a's
on
some
stuff,
because
why
not
we'll
go
ahead
and
click
these
and
then
once
you're
done,
you
would
click.
The
blue
save
button
now
as
an
important
note
here
if
the
criteria
of
the
field
so-
and
this
is
especially
true
for
drop
downs-
is
being
used
in
conditions.
A
It
may
not,
let
you
make
the
changes
without
first
removing
the
condition,
so
you
can
do
it.
This
is
a
good
example
of
like
if
we
had
something
that's
like
select
a
letter
of
the
alphabet.
It
was
a
b
c
and
then
we
had
a
conditions
like
if
they
select
a
pot
show
this
field.
That's
like.
Why
did
you
select
a?
A
We
obviously
can't
get
rid
of
a
on
the
field
options
in
that
case,
because
there's
a
condition
dependent
on
it,
so
we'd
have
to
remove
that
condition
first
and
then
we
could
edit
the
ticket
field.
Luckily,
zendesk
will
give
you
a
pop-up
telling
you
hey.
I
can
make
these
changes
because
it's
used
in
a
condition,
usually
it'll
tell
you
what
forms
for
unless
it's
used
in
a
lot
of
them,
at
which
point
you
know,
it'll
kind
of
tell
you
what's
going
on
with
that.