You can add custom fields for tickets, users, and organizations.
For information about creating custom fields, see:
The following table details the types of custom fields you can add.
|Drop-down list||This field
you to create a list of options for users to select. Each
is a combination of a title and a tag. The title is displayed to users and the tag
is used as a ticket property that
can use in business rules.
You can create
up to 2,000 values in custom drop-down
You can select which field appears as the default option in the drop-down list using or choose to not display a field value as a default.
Note: When you configure a default option in a drop-down list, this only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one that contains a drop-down list with a default option, the default option is not displayed and is shown as blank.
You can organize drop-down list options into categories (see Organizing drop-down and multi-select list options).
users to choose multiple options from a predetermined list.
can create up to 2,000 values in custom multi-select
You can organize options into categories (see Organizing drop-down and multi-select list options).
|Text||This is a simple single line text input.
|Multi-line text||This is a multiple line text input.
|Numeric||This is for simple numeric input (no
Values entered in custom numeric fields for organizations can't exceed 12 digits.
There are no restrictions on the length of values in custom numeric fields for
tickets or users.
|Decimal||This is for numbers that contain decimals.
|Checkbox||This is used to capture a Yes/No value. Enter a tag to be added to the ticket
when the checkbox is selected. Use the tag to filter your views, triggers and
|Date||Custom date fields allow your users to select a date from a date picker. Users
can choose the current date or any date in the past or future.
Community tip! Colin shows how to use custom date fields to set reminders for on-hold tickets. Check it out in our community forums.
|Credit card number||This field allows users to enter a credit card number in a secure, PCI
compliant manner. Only the last four digits are visible to agents and stored by
|Regex||You can enter a Ruby regular expression to create an input mask to validate
proper entry of numbers in fixed patterns (telephone numbers, zip codes, social
security numbers, etc).
Here's a regular expression for a U.S. social security number. This expression requires three sets of numbers (0-9 only) in a pattern of 3-2-4 and each separated by a dash
Other common regular expressions include:
For more information about Ruby regular expressions, see Rubular.