Documentation

Custom fields - tickets

Author: Łukasz Strumiński

Created: 2023-05-09. Updated: 2023-05-09.

Custom fields in tickets are fields where you can enter additional information about the request, e.g. the type of issue with which the customer reports. When creating a field, you specify what type it should be - it can be plain text, a list, a date, or even a link directing to the company's website.

Z zakładki Administration wybierz Tickets → Custom fields.

To add a new custom field, click the key.

We then enter a name for the special field in the submissions and select its type:

• Date,
• Large text,
• E-mail,
• Numeric,
• Link,
• List,
• Yes/No,
• Text (maximum number of characters: 100),
• Text with indexing - text that allows the text to list itself while searching, that is, to "prompt" for words as you type the text.

For a list type field, to add such an item, click the button and enter the name.

To reorder an item from the list, hold down , to delete click on .

The following parameters can be marked for custom fields:

Ready only - when this option is selected, the user will not be able to edit the field,

Sensitive data - access to the data will be possible only through the appropriate authorization,

Required - when this option is selected, the agent will have to complete the special fields before saving.

After entering all the data, click .

Within the added customl fields, it is possible to change their display order by holding down , to delete them click on . Editing such a field is possible by selecting .

View of custom fields on the ticket card: