A Step-by-Step Guide to Customizing Field Display in Zendesk

Zendesk is a powerful customer support platform that enables businesses to provide efficient and personalized assistance to their customers. One of the key features of Zendesk is its flexibility in customization, allowing you to tailor the support ticket fields according to your specific business needs. This article will guide you through the process of customizing and configuring the fields to show in Zendesk, helping you optimize your customer support workflows.

Step 1: Accessing Zendesk Admin Settings:

To begin customizing the ticket fields in Zendesk, you need administrative access to your Zendesk account. Log in to your Zendesk admin dashboard and navigate to the "Admin" icon located on the sidebar.

Step 2: Managing Ticket Fields:

Within the Admin interface, click on the "Manage" tab and then select "Ticket Fields." Here, you'll find a list of all the predefined ticket fields available in Zendesk.

Step 3: Choosing Fields to Display:

Review the existing ticket fields and identify the ones you want to display. You can choose from standard fields, such as subject, requester, and description, or create custom fields specific to your business needs. To create a new field, click on the "Add field" button and follow the prompts to define the field type and options.

Step 4: Rearranging Field Order:

By default, Zendesk displays ticket fields in a specific order. However, you have the option to rearrange them to suit your workflow. To do this, click on the field you want to move and drag it to the desired position in the list. Ensure that the most critical fields are easily accessible for your agents.

Step 5: Field Visibility and Permissions:

Zendesk allows you to control the visibility and permissions of each field. You can define who can view and edit the field based on roles, groups, or individual agents. This feature ensures that sensitive information remains accessible only to authorized personnel.

Step 6: Field Customization Options:

Zendesk provides various customization options for each field. For example, you can choose to make a field mandatory or optional, apply field validation rules, set default values, or define field descriptions for better clarity. Take advantage of these options to enhance your ticket management process.

Step 7: Organizing Fields into Tabs and Sections:

If you have numerous fields, organizing them into tabs and sections can help streamline the ticket creation process. Tabs provide a visually appealing way to group related fields, while sections allow for better organization within tabs. To create tabs and sections, click on the "Add tab" or "Add section" button within the Ticket Fields settings.

Step 8: Testing and Fine-tuning:

After customizing the ticket fields, it's essential to test them to ensure they align with your business requirements. Create test tickets and verify that the fields are displayed correctly, contain the necessary information, and function as intended. Iterate and fine-tune the field settings based on user feedback and agent efficiency.

Customizing the ticket fields in Zendesk offers significant advantages for businesses seeking to streamline their customer support workflows. By choosing which fields to display, arranging them in a logical order, and customizing their visibility, permissions, and options, you can optimize your Zendesk environment to align with your specific needs. Remember to regularly review and update your ticket fields as your business evolves to provide exceptional customer support experiences.