You can use this API to get system and custom ticket fields. For a list of system fields, see About ticket fields in Help Center.

You can also use the API to create custom ticket fields. See About custom field types in the Zendesk Help Center. New custom ticket fields become available in the Tickets API. See Setting custom field values in Tickets.

You can make ticket fields visible on the request form in Help Center for end users. To make a ticket field visible to end users, make it both visible and editable in Help Center. Example:

{  "visible_in_portal": true,  "editable_in_portal": true}

JSON Format

Ticket Fields are represented as JSON objects with the following properties:

Name Type Read-only Mandatory Description
active boolean false false Whether this field is available
agent_description string false false A description of the ticket field that only agents can see
collapsed_for_agents boolean false false If true, the field is shown to agents by default. If false, the field is hidden alongside infrequently used fields. Classic interface only
created_at string true false The time the custom ticket field was created
custom_field_options array false false Required and presented for a custom ticket field of type "multiselect" or "tagger"
description string false false Describes the purpose of the ticket field to users
editable_in_portal boolean false false Whether this field is editable by end users in Help Center
id integer true false Automatically assigned when created
position integer false false The relative position of the ticket field on a ticket. Note that for accounts with ticket forms, positions are controlled by the different forms
raw_description string false false The dynamic content placeholder if present, or the description value if not. See Dynamic Content
raw_title string false false The dynamic content placeholder if present, or the title value if not. See Dynamic Content
raw_title_in_portal string false false The dynamic content placeholder if present, or the "title_in_portal" value if not. See Dynamic Content
regexp_for_validation string false false For "regexp" fields only. The validation pattern for a field value to be deemed valid
removable boolean true false If false, this field is a system field that must be present on all tickets
required boolean false false If true, agents must enter a value in the field to change the ticket status to solved
required_in_portal boolean false false If true, end users must enter a value in the field to create the request
sub_type_id integer false false For system ticket fields of type "priority" and "status". Defaults to 0. A "priority" sub type of 1 removes the "Low" and "Urgent" options. A "status" sub type of 1 adds the "On-Hold" option
system_field_options array true false Presented for a system ticket field of type "tickettype", "priority" or "status"
tag string false false For "checkbox" fields only. A tag added to tickets when the checkbox field is selected
title string false true The title of the ticket field
title_in_portal string false false The title of the ticket field for end users in Help Center
type string false true System or custom field type. Editable for custom field types and only on creation. See Create Ticket Field
updated_at string true false The time the custom ticket field was last updated
url string true false The URL for this resource
visible_in_portal boolean false false Whether this field is visible to end users in Help Center

Example

{  "active": true,  "agent_description": "This is the agent only description for the subject field",  "collapsed_for_agents": false,  "created_at": "2009-07-20T22:55:29Z",  "description": "This is the subject field of a ticket",  "editable_in_portal": true,  "id": 34,  "position": 21,  "raw_description": "This is the subject field of a ticket",  "raw_title": "{{dc.my_title}}",  "raw_title_in_portal": "{{dc.my_title_in_portal}}",  "regexp_for_validation": null,  "removable": false,  "required": true,  "required_in_portal": true,  "tag": null,  "title": "Subject",  "title_in_portal": "Subject",  "type": "subject",  "updated_at": "2011-05-05T10:38:52Z",  "url": "https://company.zendesk.com/api/v2/ticket_fields/34.json",  "visible_in_portal": true}

List Ticket Fields

  • GET /api/v2/ticket_fields

Returns a list of all system and custom ticket fields in your account.

The results are not paginated. Every field is returned in the response.

Fields are returned in the order specified by the position and id.

For accounts without access to multiple ticket forms, positions can be changed using the Update Ticket Field endpoint or the Ticket Forms page in Zendesk Support (Admin > Manage > Ticket Forms). The Ticket Forms page shows the fields for the account. The order of the fields is used in the different products to show the field values in the tickets.

For accounts with access to multiple ticket forms, positions can only be changed using the Update Ticket Field endpoint because products use the order defined on each form to show the field values instead of the general position of the ticket field in the account.

Consider caching this resource to use with the Tickets API.

Allowed For

  • Agents

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_fields": [    {      "active": true,      "agent_description": "Agent only description",      "collapsed_for_agents": false,      "created_at": "2009-07-20T22:55:29Z",      "description": "This is the subject field of a ticket",      "editable_in_portal": true,      "id": 34,      "position": 21,      "raw_description": "This is the subject field of a ticket",      "raw_title": "{{dc.my_title}}",      "raw_title_in_portal": "{{dc.my_title_in_portal}}",      "regexp_for_validation": null,      "required": true,      "required_in_portal": true,      "tag": null,      "title": "Subject",      "title_in_portal": "Subject",      "type": "subject",      "updated_at": "2011-05-05T10:38:52Z",      "url": "https://company.zendesk.com/api/v2/ticket_fields/34.json",      "visible_in_portal": true    }  ]}

Show Ticket Field

  • GET /api/v2/ticket_fields/{ticket_field_id}

Allowed for

  • Agents

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_field": {    "active": true,    "agent_description": "Agent only description",    "collapsed_for_agents": false,    "created_at": "2012-04-02T22:55:29Z",    "description": "Age",    "editable_in_portal": false,    "id": 89,    "position": 9999,    "raw_description": "Age",    "raw_title": "Age",    "raw_title_in_portal": "Age",    "regexp_for_validation": null,    "required": true,    "required_in_portal": false,    "tag": null,    "title": "Age",    "title_in_portal": "Age",    "type": "text",    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_fields/89.json",    "visible_in_portal": false  }}

Create Ticket Field

  • POST /api/v2/ticket_fields

Creates any of the following custom field types:

Custom field type Description
text Default custom field type when type is not specified
textarea For multi-line text
checkbox To capture a boolean value. Allowed values are true or false
date Example: 2021-04-16
integer String composed of numbers. May contain an optional decimal point
decimal For numbers containing decimals
regexp Matches the Regex pattern found in the custom field settings
partialcreditcard A credit card number. Only the last 4 digits are retained
multiselect Enables users to choose multiple options from a dropdown menu
tagger Single-select dropdown menu. It contains one or more tag values belonging to the field's options. Example: ( {"id": 21938362, "value": ["hd_3000", "hd_5555"]})

See About custom field types in the Zendesk Help Center.

Allowed For

  • Admins

Field limits

  • 400 ticket fields per account if your account doesn't have ticket forms
  • 400 ticket fields per ticket form if your account has ticket forms

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields.json \  -d '{"ticket_field": {"type": "text", "title": "Age"}}' \  -H "Content-Type: application/json" -X POST \  -v -u {email_address}:{password}

Example Response

Status 201 Created
{  "ticket_field": {    "active": true,    "agent_description": "Agent only description",    "collapsed_for_agents": false,    "created_at": "2012-04-02T22:55:29Z",    "description": "Age",    "editable_in_portal": false,    "id": 89,    "position": 9999,    "raw_description": "Age",    "raw_title": "Age",    "raw_title_in_portal": "Age",    "regexp_for_validation": null,    "required": true,    "required_in_portal": false,    "tag": null,    "title": "Age",    "title_in_portal": "Age",    "type": "text",    "updated_at": "2012-04-02T22:55:29Z",    "url": "https://company.zendesk.com/api/v2/ticket_fields/89.json",    "visible_in_portal": false  }}

Update Ticket Field

  • PUT /api/v2/ticket_fields/{ticket_field_id}

Updating drop-down field options

You can also use the update endpoint to add, update, or remove options in a drop-down custom field. Updating field options for multi-select fields works exactly the same as drop-down field options.

Important: Unless you want to remove some options, you must specify all existing options in any update request. Omitting an option removes it from the drop-down field, which removes its values from any tickets or macros.

Use the custom_field_options attribute to update the options. The attribute consists of an array of option objects, with each object consisting of a name and value property. The properties correspond to the "Title" and "Tag" text boxes in the admin interface. Example request body:

{"ticket_field": {    "custom_field_options": [      {"name": "Apple Pie", "value": "apple"},      {"name": "Pecan Pie", "value": "pecan"}    ]  }}

Example Request

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{id}.json \  -d '{"ticket_field": {"custom_field_options": [{"name": "Apple Pie", "value": "apple"}, {"name": "Pecan Pie", "value": "pecan"}]}}' \  -H "Content-Type: application/json" -X PUT \  -v -u {email_address}:{password}

Example Response

Status: 200 OK
{  "ticket_field": {    "id":21938362,    "type":"tagger",    "title":"Pies",    ...    "custom_field_options": [      {        "id":21029772,        "name":"Apple Pie",        "raw_name":"Apple Pie",        "value":"apple",        "default":false      },      ...    ]  }}

Allowed for

  • Admins

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{id}.json \  -d '{ "ticket_field": { "title": "Your age" }}' \  -H "Content-Type: application/json" -X PUT \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "ticket_field": {    "active": true,    "agent_description": "Agent only description",    "collapsed_for_agents": false,    "created_at": "2012-04-02T22:55:29Z",    "description": "Your age",    "editable_in_portal": false,    "id": 89,    "position": 9999,    "raw_description": "Your age",    "raw_title": "Your age",    "raw_title_in_portal": "Your age",    "regexp_for_validation": null,    "required": true,    "required_in_portal": false,    "tag": null,    "title": "Your age",    "title_in_portal": "Your age",    "type": "text",    "updated_at": "2012-04-02T23:11:23Z",    "url": "https://company.zendesk.com/api/v2/ticket_fields/89.json",    "visible_in_portal": false  }}

Delete Ticket Field

  • DELETE /api/v2/ticket_fields/{ticket_field_id}

Allowed for

  • Admins

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}.json \  -v -u {email_address}:{password} -X DELETE

Example Response

Status 204 No Content

List Ticket Field Options

  • GET /api/v2/ticket_fields/{ticket_field_id}/options

Returns a list of custom ticket field options for the given drop-down ticket field.

Allowed For

  • Agents

Stability

  • Beta

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}/options.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "count": 2,  "custom_field_options": [    {      "id": 10000,      "name": "Apples",      "position": 0,      "raw_name": "Apples",      "url": "http://{subdomain}.zendesk.com/api/v2/ticket_fields/1/options/10000.json",      "value": "apple"    },    {      "id": 10001,      "name": "Bananas",      "position": 1,      "raw_name": "Bananas",      "url": "http://{subdomain}.zendesk.com/api/v2/ticket_fields/1/options/10001.json",      "value": "banana"    }  ],  "next_page": null,  "previous_page": null}

Show Ticket Field Option

  • GET /api/v2/ticket_fields/{ticket_field_id}/options/{ticket_field_option_id}

Allowed for

  • Agents

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field
ticket_field_option_id integer Path true The ID of the ticket field option

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}/options/{ticket_field_option_id}.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "custom_field_option": {    "id": 10001,    "name": "Bananas",    "position": 1,    "raw_name": "Bananas",    "url": "http://{subdomain}.zendesk.com/api/v2/ticket_fields/1/options/10001.json",    "value": "banana"  }}

Create or Update Ticket Field Option

  • POST /api/v2/ticket_fields/{ticket_field_id}/options

Creates or updates an option for the given drop-down ticket field.

To update an option, include the id of the option in the custom_field_option object. Example:

{"custom_field_option": {"id": 10002, "name": "Pineapples", ... }

If an option exists for the given ID, the option will be updated. Otherwise, a new option will be created.

Response

Returns one of the following status codes:

  • 200 with Location: /api/v2/ticket_fields/{ticket_field_id}/options.json if the ticket field option already exists in the database
  • 201 with Location: /api/v2/ticket_fields/{ticket_field_id}/options.json if the ticket field option is new

Allowed For

  • Admins

Field Option Limits

  • 2000 options per ticket field

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field

Using curl

Create Ticket Field Option

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}/options.json \  -d '{"custom_field_option": {"name": "Grapes", "position": 2, "value": "grape"}}' \  -H "Content-Type: application/json" -X POST \  -v -u {email_address}:{password}

Using curl

Update Ticket Field Option

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}/options.json \  -d '{"custom_field_option": {"id": 10002, "name": "Pineapples", "position": 2, "value": "pineapple"}}' \  -H "Content-Type: application/json" -X POST \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "custom_field_option": {    "id": 10002,    "name": "Pineapples",    "position": 2,    "raw_name": "Pineapples",    "url": "http://{subdomain}.zendesk.com/api/v2/ticket_fields/1/options/10002.json",    "value": "pineapple"  }}

Delete Ticket Field Option

  • DELETE /api/v2/ticket_fields/{ticket_field_id}/options/{ticket_field_option_id}

Allowed for

  • Admins

Parameters

Name Type In Required Description
ticket_field_id integer Path true The ID of the ticket field
ticket_field_option_id integer Path true The ID of the ticket field option

Using curl

curl https://{subdomain}.zendesk.com/api/v2/ticket_fields/{ticket_field_id}/options/{ticket_field_option_id}.json \  -v -u {email_address}:{password} -X DELETE

Example Response

Status 204 No Content