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 rights.

Check out this video tutorial for more details.

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, please 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 field - You can set a field to be mandatory when creating or updating tickets.
• Mandatory field based on status change - You can set a field to be mandatory either for any status change or while closing/solving tickets.

• 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.

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- Updates the value across all existing tickets where it has been used.
• Deleting- Removed the value from all existing tickets where it was used, leaving the associated field empty. 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.

Managing Sections in a Ticket Form

Adding a New Section

To add a new section to a ticket form:

1. Open the ticket form you want to configure.
2. Click the Add Section button.
3. Provide the section name.
4. (Optional) To make this section the default for adding fields, check the Set as default checkbox.
5. Click the Create button to add the new section.

Renaming, Reordering, Deleting and Setting a Section as Default

1. Renaming a section

• To rename the section, select Edit Section from the menu options.
• Modify the section name, then click Update to save the changes.

2. Reordering a section

To reorder sections, either:

• Select Reorder Section from the context menu, or
• Click the Reorder button at the top of the grid.

• Drag and drop the sections into the desired order, then click Update to save the changes.

3. Setting a section as default

To set a section as the default, select Set as default from the context menu.

4. Deleting a Section

To delete a section:

• Open the context menu of the section you want to delete.
• Select Delete from the menu options.
• Choose one of the three available options to manage the fields associated with the section.
• Click the Delete button to confirm and complete the deletion.

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. Open the ticket form you want to configure.
2. Click the Add Field button to the right of the section where you want to add a field.
3. A side bar 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. Open the ticket form you want to configure.
2. Click the Add Field button to the right of the section where you want to add a field.
3. A sidebar will appear, displaying a list of all existing ticket fields. Click the Add New Field button in the top-right corner of the sidebar.
4. This will open a new sidebar for adding a new custom field. Complete the required configuration, then click the Add button.

The field you created—for example, “Country”—will appear in the Create Ticket form under the section where it was added.

Reordering fields

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

1. Open the ticket form you want to configure.
2. Drag and drop a field to your desired position in the form. It will be updated automatically.

Moving fields to another section

To move a field to a different section in the ticket form, the following methods can be used:

1. Drag and drop the field into the desired section. The change will be saved automatically.

2. Use the context menu

• Click the field’s context menu and select Move to Another Section from the menu options.

• In the dialog box that appears, choose the target section from the dropdown.

• Click on the Move button to apply the changes.

Permission for adding a new custom field

To add a new custom field or configure ticket forms, an agent must have the Manage fields and forms permission assigned to their role.
Please refer to this article to learn more about Roles and Permissions.