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Configuring Ticket Fields and Field IDs for Zendesk Chat & Tickets

To configure the Ticket Fields for your Chat & Tickets Parallel app, you must also configure the IDs for these fields: 

Note: These fields support translation tracking and reporting. All fields are optional. A list of the main Ticket Fields is included at the end of this article.
  1. In the Admin Center, expand the Objects and rules section. Open Ticket Fields:
    Screenshot_2023-04-14_at_17.03.54.png
    (Click to enlarge)
  2. To create the Ticket Fields and obtain the IDs:
    1. Click on Add field:
      Screenshot_2023-04-14_at_17.05.01.png
    2. Select the desired field type in the Create Tickets field menu (see below) to create the Ticket Fields and obtain the IDs:
      Screenshot_2023-04-14_at_17.06.39.png
      Permissions for each field should be "Agent can edit".
    3. Click Save.
    4. You should see a screen with your new Ticket Fields and Field IDs similar to this:
      Screenshot_2023-04-14_at_17.19.16.png
      (Click to enlarge)
    5. Proceed to Finishing the Configuration of Zendesk Chat & Tickets.

List of Ticket fields

Ticket Field ID for LIO Detected Locale Code

Screenshot_2023-04-14_at_17.23.31.png

Note:

  • Required field
  • Field type: Text
  • Stores the detected locale code from the first requested translation.
Ticket Field ID for Status Text

Screenshot_2023-04-14_at_17.23.41.png

  • Field type: Text
  • Stores the translation status.
  • Primarily used for customers who use Human translation.
  • Statuses are the same as the Status Dropdown (see next)
Ticket Field ID for Status Dropdown 

Screenshot_2023-04-14_at_17.23.57.png

  • Field type: Dropdown
  • Used if the customer prefers to use a dropdown to store the Ticket Field ID for Status Text described above.
  • Statuses are as follows:
    • Machine Translation Success
    • Human Translation Requested
    • Human Translation Returned
    • An Error Occurred with Language I/O
      Note: Enter these statuses in the dropdown field values when you create the Ticket Field (shown below).

dropdown_field_values_sample.png
(Click to enlarge)
Ticket Field ID for Machine Translation Count

Screenshot_2023-04-14_at_17.24.12.png

  • Field type: Numeric
  • Captures the number of Machine translation requests that were made on the ticket.
Ticket Field ID for Human Translation Count

Screenshot_2023-04-14_at_17.24.20.png

  • Field type: Numeric
  • Captures the number of Human translation requests that were made on the ticket.
Ticket Field ID for Subject Translation Storage 

Screenshot_2023-04-14_at_17.24.34.png

  • Field type: Text
  • Captures the translation of the subject. 
  • Commonly used so the customer can have the translated subject available in a report.

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