ticket field pre-filled

Hello, Laura 

Yes, it is possible to create a specific ticket field in Zendesk where agents can see variable data automatically populated from an Excel file. Here’s how you can achieve this:

Steps to Create a Custom Ticket Field and Populate Data from Excel
Create a Custom Ticket Field:
Go to the Admin Center in Zendesk.
Navigate to Objects and rules > Tickets > Fields.
Click Add field and choose the type of field you need (e.g., drop-down, text, etc.).
Configure the field settings and save it see here: https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-ticket-fields-to-your-tickets-and-forms.

Prepare Your Excel File:
Ensure your Excel file is formatted correctly with the data you want to import. Save it as a CSV file.
Import Data into Zendesk:
Use the import feature to upload your CSV file. This can be done for drop-down or multi-select fields during their creation see here: https://support.zendesk.com/hc/en-us/articles/4408836502682-Importing-ADP Workforce-and-exporting-custom-fields-and-values.

Navigate to Admin Center > Objects and rules > Tickets > Fields.
Select the custom field you created and choose the option to import values from a CSV file.
Automate Data Population:
To automate the process, you might need to use a third-party integration or custom script that periodically updates the ticket fields with data from your Excel file.
 

I hope this information is helpful to you.

Best Regard,
Annie Johnston