GitLab Support Operations, 9 Sep 2021

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From YouTube: Support Ops - Zendesk - Creating Ticket Fields

Description

Jason Colyer, Support Operations Manager, takes us through how to create ticket fields in Zendesk

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Greetings all my name is jason collier, I'm the support operations manager here at get lab, and today we're going to go over creating a ticket field in the zendesk ui. So let me share my screen and we'll get started so first you're going to need to go to the admin portal to do that. You would click this gear icon and bring it up to this page. So the gear icon gets here under the manage section, locate ticket fields and to create a field you're going to click.

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The add field button now the first thing you'll want to do is name your field. So this is a test field and then you'll need to select the various types now traditionally, the most common ones we use are drop down, text, multi-line, check, box, numeric or decimal and regex. We tend to not use the date and credit card uh credit card because we do not take payment, information or stuff like that in you know, zendesk and date, just because we don't really. We rarely actually ask for a date.

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When we do formatting can be a little tricky everyone. Does it their own kind of way? So it's a little difficult to do um once. You've clicked your section, we'll start with drop down. uh You'd enter a description traditionally, this is gonna, be like issue link. You know issue link requesting questions.

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uh You might also want to add a description of like this is that this is for test purposes.

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Disregard, uh but usually the link is the important part, um but also if you feel a description is needed for the agent side go ahead and add it. It doesn't hurt now beyond here you're going to edit the permissions section. So agent only means that this is a field that only can be added by an agent. It will not show up for end users. It only shows up on the left side of the ticket page for agents editable for end users means that it can be edited by an end user.

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It's gonna show up and ask them during ticket creation and then read only is going to be a field. That's it's visible on the request page, but it cannot be edited.

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We don't really use this very often, but there could be cases that come up in the future for it now um some things to note: if it's agent, only you pretty much can't edit the end user side of the permissions, which makes sense, um the title shown to agents is actually directly coming from the field so like as an example I'll add spaces, you'll see how it's edited up here. If I get rid of those you'll notice, it's it's changing here. This can't be changed. It is going to correlate for the agents.

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um If this field is something that has to be populated and have value to be solved, you would click this. um You also notice how it says can be overridden in the condition ticket field. So when you're editing conditions on ticket forms, you can actually override this kind of information.

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On the end user side, the title shown in users, it's going to come from the title shown to agents, but you can absolutely change that to whatever you want, and usually it makes more sense to make this something more specific and kind of customer facing. So you know we might say, uh please don't use this.

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If we want this information to always be populated for a ticket to be submitted, a request to be submitted as it's called for end users, you'd click this box. But again this can be overwritten in the conditional fields.

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The description shown in users is going to be like text that will appear below the field to give a little description. So.

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For drop downs, you then have the option to uh add your actual value, so you know we might do a be see if you click show tags, you can see what tag it will generate. um Our naming structure for this traditionally is to do something based on the name of the field, so that it's obviously in this case, we might do something like that field a and we might populate the other ones to have kind of the same structure.

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You can rearrange these as needed, or you could just tell it to order alphabetically, which, if you do that you know or alphabetically it'll rearrange them for you.

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You can also upload a csv that has all this data for you. It's especially useful if you're like transitioning from making something in depth in the sandbox to production, this can be a helpful little shortcut for you, but as we traditionally manage things beyond the repo, this really isn't necessary.

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um Yes, that's all there really is to that. But let me show you some of the other fields so multi-select we don't use it a lot, but it's going to look like just drop down. This would allow users to select multiple uh text. It's going to cut out a lot of information because well, there's not a drop down. There's not tags involved with text same for multi-line uh for check box. If you scroll, the bottom you'll have the field option, and this is where you can add a tag.

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So if they check the box, this tag gets applied. So uh we might say, like test field, checked or something like that uh for numeric and decimal. It's going to be just the same thing. These are values for regex. You can come down here and I'll. Have you use uh validation so like we can click, url, validation and it'll give us what zendesk has generated for that? um We do month dates.

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Five digit, zip or you can do your own custom once um I would recommend using a good, regex checker to make sure you're getting exactly what it is you want, but once we're done we'll go ahead and keep this as regex for the time being, once you're done, you would click save, and this will create your test field and then we can use a test field and there it is populated.

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With id tells us it's projects and when it was modified, that's all there is to creating a ticket field from there I mean it doesn't do a whole lot until you actually put it into a form. So you know not really a production harmful. What's not going to make any changes to production really until you actually put it on a form. I hope you found this educational and I look forward to seeing you the next video.