Im always amazed at the number of truly successful support organizations that dont have any custom fields in their Zendesk - or maybe just 1 or 2. I think in some ways it really speaks to the fact that simplicity often works. If you are giving great support, your customers are happy, and you are handling your volume, I say dont rock the boat. There is absolutely no reason to introduce complexity in this type of scenario.
If you fit that description, carry on! This blog post isnt for you.
However, if you are one of our many customers who already have a lot of custom fields or you support several different products or processes, our recently announced ticket forms feature will help you simplify your screens and really let your agents focus in on a targeted set of fields.
The truth is, theres no straightforward answer to how we should construct our forms, so in our latest tip of the week, were stepping back to analyze the current landscape and thinking about near-term future expansion.
Head to the forums to learn more