What is a Custom Field?

A ticket will contain the original information initially supplied by the customer when they ask a question. From this information, a ticket is created. Custom Fields allow you to customize the ticket for your own needs. The default fields for every ticket are Subject, Description, Status, Priority, and Tags. Custom fields allow you to customize the information that is collected from a user and store it in a ticket. You can add custom fields like Product, Feature, Version, Operating System, or anything else you may want to keep track of.

Adding a New Custom Field

To create a new Custom Field, click the ellipsis ("...") button at the top of the Agent page, then select Settings. Scroll down the Settings page and click Custom Fields. The Custom Fields dialog opens.

Click Add Custom Field to begin adding a new field.

Configuring Custom Fields

1. First, define the Type of field. The Type defines what type of input the field will accept and how it will interact.

   Select one of the the following:

   • Text - Short, one line text entry
   • Long Text - Multi-line text entry
   • Choice - Dropdown list with one selection
   • Multi-level Choice - Create a series of choices available for selection as the level above is selected. Click Multi-level Choice for more details and examples of the Multi-level Choice custom field type.
   • Multiple Choice - Dropdown list allowing multiple selections
   • Yes-No - Dropdown list allowing a Yes or No selection
   • Number - Numeric entry
   • Number with decimal - Numeric entry allowing a decimal value.
   • Date - Date entry
   • Time - Time entry

2. Next, enter the Title of the field. This is the prompt the user will see on the screen above the field. It could be as simple as a single word or an instruction.

   Examples:

   • Version
   • Operating System

3. Optionally, enter a Description of the custom field.

4. Click Save.

Edit or Delete Custom Fields

How to Edit or Delete a Custom Field

To edit or delete a Custom Field, click the ellipsis ("...") button at the top of the Agent page, then select Settings. Scroll down the Settings page and click Custom Fields. The Custom Fields dialog opens.

Click the ellipsis ("...") button on the left of the custom field you want to edit or delete and make your selection. If you click Edit, the Edit Custom Field page opens. Make your changes, then click Save.

Selecting Delete, will automatically delete the field.

Multi-level choice