Updated either manually by an agent or automatically via your business rules. There are six standard ticket status values. The description becomes the first comment in the When an end user submits a support request via email, the body of the email request To correct this, see this Support Tech Note. Title does not appear in the ticket subject, your Subject field might not be visible For example, when someone submits a support request viaĮmail, the subject line of the email is used as the ticket's subject. It's typically included in the support request The Subject field is required and can be up to 150 characters. Means that tickets can be shared with other Zendesk Support accounts. See Using CCs, followers, and Share field is only displayed if you have enabled ticket sharing, which The requester does it byĪdding CC email addresses if they requested support via your support email address.Īgents can add CCs using the CC field when updating the ticket. If you have been configured to allow it, other people can be copied on tickets.īoth the requester and agents can add CCs to a ticket. See Manually assigning a ticket to yourself, another agent, or a The assignee can be either a group or a specific agent. Followers are invisible to end users, butĬCs are not. Similar toĪ persistent BCC, followers receive notifications when ticket updates occur, and See Creating a ticket on behalf of theįollowers can be agents, light agents, or admins, but not end users. See Updating the ticket requester.Ĭreate a ticket on someone else's behalf. Ticket requester can be changed to someone else. Left empty, then the agent will be the requester of the ticket. If a ticket is created by an agent and the requester field is See Viewing your ticket fields.Īll tickets require a requester. You can view and manage all of your ticket fields on the Fields admin page. Request form to create the custom ticket fields you need. Adding custom fields to your tickets and support.Ticket fields and do some planning to build an optimal ticket form. Optimizing your ticket form to understand.May add a custom field prompting them to select a product name or model number.Ĭomplete list of custom ticket field types. Gather additional information from the person who is requesting support.
Standard ticket fields are the predefined fields that agents see in a ticket.Īdditional standard fields are added to the ticket page when you activate additional.
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