How to Add a New Custom Field to a Ticket Form

To add a new custom field to a ticket form, follow the given steps:

1. Go to the Ticket Fields module.
2. Click the Add Ticket Field button on the right.

Field configurations when creating a new custom field

Consider the following field configurations when creating a new custom field:

• Field Type – You can create a custom ticket field using the following custom field types.

• Label for Agent Portal – Displays the filed name in the create ticket form and ticket properties of the agent portal.
• Label for Customer Portal – Displays the field name in the create ticket form and ticket properties of the customer portal.
• API Name – You can specify an API name for the custom field. Using this name, you can fetch or update the corresponding field data via Rest APIs.
• Note Message – Specifies a help information text for the field
• Note Message Display – Allows you to choose where to display the note message, either below the field or as an info icon near the field.
• Below field – Displays the note message below the created field.
• As an Info icon near the field – An info icon is placed near the field. When you hover over the info icon, the note message appears as a tooltip.

Field display condition

By using the field display condition, you can choose a field to display only when the specified conditions have been met. To learn how to configure field display conditions, refer to this article.

Field configurations in the agent portal

Field configurations in the agent portal specify the field visibility and mandatory status for the custom field. They include:

• Agent can edit - Controls the field’s visibility. If it’s unchecked, the custom field will only appear as a read-only field on the ticket detail properties.
• Visible while creating ticket - Controls the field’s visibility. If it’s checked the custom field will appear on the ticket creation form at the time of ticket creation.
• Agents can edit the value after submitting the ticket - Allows the agents to edit the field after ticket creation.
• Mandatory status - You can set a field to be mandatory when creating, updating, closing/solving a ticket, or both.

Note: If the Agent can edit box is unchecked, you cannot make a custom field mandatory.

• When the Agent can edit box is unchecked, the Country field on the ticket properties is displayed as read-only.

Field configurations in the customer portal

The field configurations for the customer portal can be set in a similar manner as the agent portal:

• Visible to user - If this option is unchecked, the custom field will not be visible in the customer portal.
• User can edit - If this option is unchecked, the custom field in the customer portal will only appear as a read-only field in the ticket detail properties.
• Visible while creating ticket- Controls the field’s visibility. If it’s checked the custom field will appear on the ticket creation form at the time of ticket creation in the customer portal.
• User can edit the value after submitting the ticket - Allows the user to edit the field after ticket creation.
• Mandatory status- You can set the field status as mandatory by checking or unchecking the mandatory option.

Note : If the User can edit option is unchecked, you cannot make a custom field mandatory.

Dropdown option value

The option values for the dropdown type custom field can be added as strings. If there are multiple values, use a comma to separate them to add.
You can perform the following actions to the dropdown option values:

• Renaming and deleting- Option values can be renamed or deleted. After an option value is deleted, it cannot be restored.
• Dragging and dropping- Option values can be dragged and dropped for sorting. You can also sort them in alphabetic order.
• Setting a default value- The default value is filled automatically when a form is loaded in the agent or customer portal.

Note : You can also configure field dependency for the dropdown or multi-select fields. Read this article to learn how to set up field dependency.

Adding custom fields to a ticket form

Adding fields to ticket forms can be accomplished in two ways, namely.

• Adding a new field.
• Adding the existing fields from the ticket fields module.

Adding existing fields

To add an existing field, follow the given steps:

1. Go to the Ticket Forms module.
2. Click the Add Field button on the right and select Existing.

3. A dialog will appear with the list of all the existing ticket fields. Select multiple fields to be added to the form and click Add.

Adding new fields

To add a new field, follow the given steps:

1. Go to the Ticket Forms module.
2. Click the Add Field button on the right and select New.

The created field, in this case, “Country”, will appear on the create ticket form.

Reordering fields

Follow the given steps below to reorder fields in the ticket form:

1. Go to the Ticket Forms module.
2. Drag and drop a field in the form to the desired position.
3. Click the Save Changes button.

Permission for adding a new custom field

To add a new custom field, you must enable the Manage fields and forms permission.