Why my ticket field does not appear on the form

A field you created but cannot see has one of four causes. Checking them in order takes about a minute.

A field you created but cannot see has one of four causes. Checking them in order takes about a minute.

Symptoms

• You created a field and it is nowhere on the ticket.
• Agents see it but customers do not, or the reverse.
• It appears on some tickets and not others.

Resolution steps

1. It is not on the form

Creating a field does not place it. Open the form and check the field is in it. If you have several forms, it has to be added to each one that needs it.

2. The ticket is using a different form

This explains "some tickets and not others". A ticket carries one form, and only that form's fields appear. Check which form the ticket is on before concluding the field is broken.

3. The permission is wrong

A field set to agents only will never appear to customers, however it is placed. If customers should fill it in, the permission has to allow that explicitly.

4. A condition is hiding it

On forms with conditional fields, the field only appears once the driving field has the right value. Working as designed, and easy to forget when you built the condition weeks ago.

The quickest check

Open a ticket, note which form it uses, then open that form in Admin Center and look for the field. Three of the four causes are visible from that one screen.

See also

• Creating a custom ticket field
• Conditional ticket fields
• Creating multiple ticket forms