Home > Forum > Ticket fields from Knowledge Base ticket form are not synchronized to normal ticket

Ticket fields from Knowledge Base ticket form are not synchronized to normal ticket

Jan 18 (8 months ago)
Sebastian Radloff wrote
I've created a few custom ticket fields for the &quot;new ticket&quot; form in the knowledge base.<br /> Unfortunately they are not synched to the ticket itself - only their &quot;text-value&quot; is written into the ticket text.<br /> If the agent opens the ticket he can only see this input in the ticket text. He is also able to add one of those fields but then he is not possible to add the predefined values (if I've created a dropdown list e.g.)<br /> <br /> The idea of custom fields is good and common practise in other system but the current solution is not really nice and therefor almost not usable.<br /> <br /> My Request: If a user in the knowledge base portal fills a field in the ticket form, this should also be a field in the tickets field list AND if an agent creates a new ticket he should also be able to add one of those fields and select a value. In my mind this is one of the bigger gaps to other competitors.<br /> <br /> Thanks in advance
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2 Answers
Jan 19 (7 months ago)
Matus agent wrote
Thank you for message and suggestion. Currently, ticket fields are only simle text strings. We have ticket fields improvements already reported as a suggestion, so I believe we will work on it in the future.
Jan 19 (7 months ago)
Sebastian Radloff wrote
This would be great, as you have this nicely solved in the KB portal/new ticket form.

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