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
- Triggers and automations
- Placeholders to reference custom fields in macros, ticket comments, and notification messages
- (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.
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.
I hope this helps, thank you!
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