Ticket Settings

Overview

Ticket Settings in Zendesk give you full control over which fields are editable, hidden, or required within tickets. If your system integrates with a CMMS, ensure these settings align with your CMMS configuration. Access to Ticket Settings is managed through the CanManageTicketSettings permission in Access Management.

You can navigate to Ticket Settings via Admin > Ticket Settings or by selecting the gear icon in the top-right corner of the tickets page.

On Ticket settings, you're able to select whether each field is hidden, required or editable and, for select few, you may specify a default value. Complete this configuration on both the New Ticket and Update Ticket tabs to specify what should be available on ticket creation versus update.

On the Categories page, you may specify which categories should be enabled and within what scopes.

If you have a CMMS integration, you can view the status transition logic that has been installed based on your CMMS configuration. For example, if the ticket is currently in New, you may only update the ticket status to Ready for Work, Work in Progress or Reassign.