Add Custom Field to Tickets
This topic describes how you can add a custom field to existing tickets, and new tickets (when created from both the admin pages and the Self-serve User Portal).
- Go to Settings - Tickets - Fields and click on New.
- To define the behaviour of the new field, complete the following as required:
| Name |
The field label that will be displayed on the ticket. |
| Default value |
The default value to display in the field. |
| Type |
The type of field. Choose from Text Field or Dropdown.
|
| Options (If 'Dropdown' is chosen from type) |
Enter the options to display in the Dropdown. Separate options with a comma e.g. Option 1, Option 2, Option 3. |
| Queue specific |
Choose a specific Ticket Queue if you want this field only to appear on tickets placed in that queue. |
| Required |
Select if the field is mandatory. |
| Internal |
Select if the field is for internal view only - and not visible to Customer end users.
When unchecked, the field will be displayed both internally and externally.
|
- Click Save.
Your new field is added to all existing tickets and at the bottom of the New Ticket page:
