Adding the "Change" Type to tickets

Natively, the "change" ticket type doesn't exist in Zendesk. However, with the use of the SweetHawk Field Conditions app, we can easily add in this extra functionality which is one of the requirements in operating IT Change Management on your Zendesk. 

IMPORTANT: This will replace your existing system Type field once complete.

This article will cover the following:

1. Configure a new Ticket Type field

2. Adding the new Ticket Type field to your ticket form
3. Configure Field mappings

Configure a new Ticket Type field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Click Add field.
3. Select a field type = Drop-down, then enter a Display name = Ticket type
   • Entering a field description is optional
4. Under Permissions select Agent Only.
5. Add in the field values
   • Add the existing type values along with any new values you wish to add. e.g Change, Project, etc...

   • Optional: Select Show tags if you would like to rename them to avoid potential conflicts with existing tags.

Adding the new Ticket Type form to your ticket forms

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Forms.
2. Click the ticket form you want to edit.
3. Remove/delete the system Type field if it's present on the ticket form
4. Add the new Ticket Type field to the form and position where you would like it to sit
5. Click Save.

Configure Field Mappings

1. Navigate to the Zendesk Navigation bar on the left side of the Zendesk window and select the Field Conditions app. 
2. Select Field Mappings 
3. Enable 'Activate field mappings for the system Type field'
4. Select your new Ticket Type field and map the values.
5. Click Save.

For full details on the SweetHawk Field Conditions configuration please see the tutorial here: Field Mappings Tutorial