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Custom fields can be used to store additional information about a ticket/contact. Custom fields are of two types
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Ticket custom fields: These are used to collect more information about the ticket, the issue type of the ticket, etc.
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Contact custom fields: These are used to collect more information about the contact such as their subscription plan details, payment details etc.
Watch a feature walkthrough 📽:
This article covers the steps of creating, editing and managing ticket/contact custom fields.
Who can create ticket/contact custom fields?
Ticket custom fields can be created by any agent with “Manage Ticket Custom fields” permission.
Contact custom fields can be created by any agent with “Manage Contact Custom fields” permission.
Note: Refer this article to know how to provide the above permission to an agent.
Steps to create contact custom fields
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Navigate to Manage >> Custom Fields
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Click on the “+” button under “Contact Fields” tab
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Fill in the below fields to create your contact field
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Field Name: Name of the field
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Depends on: Lets you make this field dependent on the value of some other contact field thereby establishing a parent-child relationship between them. Example: “State” field depends on “Country”.
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Type: The field can be of text/number/dropdown/multiple options/date format. This defines the type of input the field can hold.
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Note: You cannot edit the field type once the contact field is created.
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Internal Field: When set yes, only agents can view this field in the ticket detail, contact details and new ticket form.
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Required: When setting to yes, this field becomes a compulsory field to fill before saving any edit made on “Contact custom fields”.
Validation during new ticket creation when the “required” field is not filled
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Help text for Agents: Lets you provide additional information which will assist your agents on how or what data to input for this field. This help text gets displayed in both ticket detail and new ticket form.
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On save, you can see the newly created contact field in the table view.
Create Ticket Custom Fields
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Navigate to Manage >> Custom Fields
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Click on the “+” button under “Ticket Fields” tab
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Fill in the below fields to create your ticket field
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Field Name: Name of the field
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Depends on: Lets you make this field dependent on the value of some other ticket field thereby establishing a parent-child relationship between them. The ideal example is having “Issue Types” field depends on “Product”. Thus only after the product is selected, the respective “Issue types” gets displayed.
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Type: The field can be of text/number/dropdown/multiple options/date format. This restricts the type of input the field can hold.
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Note: You cannot edit the field type once the ticket field is created.
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Internal Field: When set yes, only agents can view this field in the ticket detail and new ticket form.
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Required: When set to yes, this field becomes a mandatory field to fill before saving any edit made on “Ticket custom fields”.
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Required on ticket completion: When set to yes, the required check is made only when the ticket is moved to a “Completed” behavior status. It will not allow the agents to move the ticket to closure status until this field has a value.
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Required on category change: When set to yes, an agent will not be allowed to change the category to a ticket unless this field is filled.
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Help text for Agents: Lets you add a help text which will help your agents on how or what data to input for this field. This help text gets displayed in both ticket detail and new ticket form.
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Associate category: Lets you make this field available only for desired categories. Tickets from unselected category will not have this field.
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On save, you can see the newly created ticket field in the table view.
Edit/Delete custom fields
Click the custom fields to view the read-only form of the field as shown below. Click on “Edit” or “Delete” to perform the respective actions.
Note: If you are using Happyfox Classic, please refer to the attached documents.
