Custom fields provide a way to store additional information about tickets, organizations, and users. The custom fields are visible to all team members, and can be used in business rules and reporting.
About custom fields
- Drop-down
- Text
- Checkbox
- Number
- Multi-line
- Date
- Decimal
- Regex
- Lookup relationships
- Triggers and automations
- Placeholders to reference custom fields in macros, ticket comments, and notification messages
- Search
- (Professional and Enterprise plans) Reporting
Custom user and organization fields are visible only to team members. End users can't see them. However, admins can make ticket fields visible to end users in addition to team members.
Accessing the custom field pages
The custom field pages are located in Admin Center and provide a list of existing custom fields. You can also see information about each field, search, filter, see the status of the fields, add new fields, edit the order of fields, and export a CSV of your custom fields.
- In Admin Center, click
People in the sidebar, then select Configuration > User fields.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- In Admin Center, click
People in the sidebar, then select Configuration > Organization
fields.
Understanding custom field statuses
Each of the custom field pages is divided into two tabs: active and inactive. This provides an easy way to see which fields are currently in use and which have been created and used previously but aren't in use at the moment. By making a custom field inactive, you preserve the data stored in the field and can reactivate the field at any time. In most cases, when you delete a custom field the data stored in the field is also deleted.
7 Comments
This document only explains how to set custom fields or read information from them. However, it does not say how to set information into them.
The numerous types of custom fields provide the flexibility necessary to capture a variety of customer, ticket, and organization details. You can create the following types of custom fields.
You just need to access either the ticket, user profile or organization pages and set the values of the custom fields manually.
For example:
I hope this helps, thank you!
In a trigger for a webhook is there a way to get the previous value as well as the current value for a custom field in the JSON? For example I can get:
{{ticket.ticket_field_1234567890}}
Is there a way to reference the previous value, something like:
{{ticket.ticket_field_14691270536589.oldvalue}}
I want to get the delta between two numbers, the old value and the new value
I have searched the documentation and have not found anything yet
Thank you,
Judosn B. Tunnell
Crowdbitz Inc.
Hey Judson Tunnell -- it is not possible to get a previous value with a placeholder at this time. If you would like to see this as a feature, I would recommend posting to our general Feedback page, which you can find here: Feedback - Ticketing System (Support)
We use 2 ticket custom fields that are also required for resolution. They are both drop down types. One field is "classification" where the agent must select a classification, for instance "Login::Unable to log in".
This list is old with many outdated choices. We are going through a process to evaluate each 'resolution' and decide if it is still fitting. The end result of this project will be that we will delete many resolutions an add more.
What sort of effect will this have on our data? What about our reporting? If I remove a resolution will I still be able to report, filter or sort on it in Explore? What sorts of things should we be aware and wary of?
Here's an article that provides an explanation as to the effect of altering or deleting a dropdown field values.
Understanding how creating, deactivating, or deleting ticket fields impacts tickets
I hope that thelps. Thank you!
Can custom fields be marked as read only? We have an integration with SFDC and we don't want the agent to have the ability to edit these fields.
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