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.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/b6c15ac2-6310-4c66-a18b-bbf4a1a59576/custom-fields.png

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/e3f3cec8-3441-4576-8375-cc324fed8bc5/new_custom_field.png

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:

  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:

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

  4. Click Save.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/e77f7fae-9d9b-4019-b66d-ce518208c31c/basic.png

Edit or Delete Custom Fields

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/aa36e557-f255-45ee-80d6-912e0f859b71/custom-field-edit.png

Multi-level choice