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Custom fields provide a way to store additional information about tickets, users, and organizations. The custom fields are visible to all team members, and can be used in business rules and reporting.
Accessing the custom fields 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.
-
In Admin Center, click
Objects and rules in the sidebar, then select Custom objects > Objects.
When creating or editing a custom object, use the Fields tab to manage the object's custom fields.
Reordering custom fields on the fields pages
- Custom user fields ordering determines the order that your active custom user fields are displayed in user profiles.
- Custom organization fields ordering determines the order that your active custom org fields are displayed in organization profiles.
-
Custom ticket fields ordering affects how fields are ordered on the
business rules pages in Admin Center and when tickets are bulk updated in
the Agent Workspace. If your account has a single ticket form, reordering
custom fields on this page also reorders the fields on your form. Reordering
ticket fields doesn’t change the order in which they appear in a ticket if
your account has access to multiple ticket
forms.
For example, let’s say you have a custom field named "US region" and you reorder your ticket fields so that this field appears at the top of the Ticket fields page. When you create a trigger, and other business rule, this field will appear first in the list of custom fields in the Conditions drop-down. And, if you bulk update tickets, the position of this field is also affected.
As shown here when creating triggers and bulk updating tickets:
To change the order of custom user fields
- Open the custom fields page for tickets, users, or organizations.
- Click Actions and select Edit order.
- Click and drag the rows into the order you want or use the arrows on each row to move them up or down in the list.
- Click Save.
Exporting a list of your custom fields
If you want to use your custom field data in another app, you can export it to a comma-separated-values (CSV) file.
To export your custom fields
- Open the custom fields page for tickets, users, or organizations
- Click Actions and select Download CSV.
Your field data is exported and stored in the downloads folder of your computer.
15 comments
MineralTree | 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?
0
Sabra
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)
0
Judson Tunnell
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.
0
Gabriel Manlapig
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!
0
peiqi.wu
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.
0
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