Custom ticket fields are labels used to categorize tickets. For example, fields like “Complaint” or “Information Consultation.” etc

Setting Custom Ticket Fields

Go to Menu/ Ticket Fields

• (1) Add a List-Type

 

(1.1) Assign permissions to a group or individual who can use this field.

(1.2) Field name (displayed in the ticket).

(1.3) The key identifies

(1.4) Default: Only one value can be selected.

(1.5) Multiple Selection: Multiple values can be selected.

(1.6) List of values shown when selecting the field.

• (2) Add a Text-Type

                                           

 (2.1) Multi-line text: Allows text input with line breaks.                                    

(2.2) URL: Requires input to be a valid URL.

(2.3)  Editable: Allows editing after initial input.

• (3) Add a Number-Type

• Enable/disable “Decimal Number” to allow decimal or integer input.

(4) Add a Slider-Type

Set a minimum and maximum value. Users can only select values within this range.

• (5)  Add a Toggle (On/Off)

• (6) Add a Date-Type

Enable/disable “Date & Time” to allow input as date only or date with time.

Using Custom Ticket Fields in Tickets

Field Placement in the System

 

 

• (1) Personal Fields: If a field is assigned to an individual, it appears under Personal Information and is accessible only to them.

• (2) General Fields: If no permission tags are assigned, the field appears under General Information and is available to all employees.

• (3) Group Fields: If assigned to a group, it appears under Group Information and is accessible to group members.