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sarah_post
sarah_post
Helper ⭐️
Dec 4, 2018 10:16 PM UTC

Zendesk Fields - Need to Change Field Types

On occasion we need to to change the field types in the Zendesk object but cannot because this is a system object. Example: Ticket Id is a Number field so it shows in the UI with a comma, e.g. 60,002 when it should appear as 60002. It's not a true number but is an Id field - except it's set as Number by the system. Can we look at ways to make this more admin-friendly in the future?
 

      6 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      Jan 15, 2019 12:30 AM UTC

      Thanks for sharing this Sarah. We'll take a look at our options on this and get back to you.
       

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      VP of Customer Success at Forcepoint
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      Jan 18, 2019 8:15 PM UTC
      Hi Sarah, can you share a bit more about the use case that would require you to have a ticket number without the comma delimiter?

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      VP of Customer Success at Forcepoint
      rozi_shuster
      rozi_shuster
      Contributor ⭐️⭐️⭐️
      Jan 20, 2019 6:06 AM UTC
      as this is a ticket number , it should be as a whole number without commas. when we copy the case to zendesk to search we need to delete the comma.

      it is not critical, but it is cosmetic and needs to be corrected, as this number isn't a currancy.

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        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        Jan 23, 2019 2:39 PM UTC
        So in this case it really should be treated as a string and not a number, correct?

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        VP of Customer Success at Forcepoint
        sarah_post
        sarah_postAuthor
        Helper ⭐️
        Jan 23, 2019 3:58 PM UTC
        Correct. It happens to be a number, strictly speaking, but a case # should never be treated as a number (could have characters in it, other systems don't treat it as a number, etc) and string would be the best way to think about it.

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          lori_dinardo
          lori_dinardo
          Contributor ⭐️⭐️⭐️⭐️
          Sep 9, 2019 2:23 PM UTC

          I am having the exact same issue. Not only is it an Admin issue but it looks horrible on reports. Even some of the ID's contain commas. I was recently told that it was a string in the object but it's displaying as a number on the screens and reports. This is where the problem lies. Users don't want to see an ID or ticket number containing a comma.
           

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