Easier Ticketing with Custom Fields

Thu, 5 Oct 2017, in Helprace, Releases

We’ve made ticketing a lot easier with custom fields. Custom fields allow you to collect more information for your IT help desk from your users. Input additional data to custom fields for a better understanding of a particular ticket.

Where can I find them?

In the “Submit a Request” form (for users)

Tired of the generic Subject and Message fields? Add additional (required or optional) fields for customers to fill in when contacting you.

In the Admin Panel (for agents)

Use custom fields to organize important data pertaining to a ticket based on your unique support requirements. You can hide them from your end-users so that they’re strictly for internal use.

Why should I use them?

There are many practical uses for custom fields. Here are some of them:

• To ensure customers fill out the required information when submitting a ticket through your form.
• Allow users to add additional information as part of their message to help you solve their issue.
• Communicate what you need from the customer in order to solve their problem.
• Force the support team to fill out certain fields before they solve a ticket.
• Have customers agree to terms of service before contacting you.

Who sees custom fields?

We put control and flexibility back into your service desk software! You can specify whether each ticket field is displayed to your users, agents or both.

• Required fields
  Fields can be mandatory (required). If a field is required for end-users, they must fill it out to submit the ticket. If a field is required for agents, they need to fill it out when solving the ticket.
• Editable fields
  These fields are visible and editable by a given party. If a field is editable by the end-user, they have the option of filling it out to submit the ticket – or leaving it blank. The same goes for agents.
• Visible fields
  If a field is visible by one party, then likely it’s editable by the other party.

What do you think?

We’re giving you quite a lot of flexibility with custom fields. Custom fields can be seen in your user portal, admin panel or both. They can be optional, required or editable by either the user or agent. Learn more about how custom fields work.

Like where we’re headed? Questions about what else we’ve got up our sleeve? Share your thoughts in our community. We’ll be happy to hear from you!

Tags: release