How to Create & Use Custom Fields
Custom fields are used to enter metadata about a ticket. They enable you to add more details about a ticket to speed up the ticket resolution process. You can create custom fields based on your needs in the ProProfs Help Desk.
For example, you can create a custom field about software bugs, and your team can use the custom fields to specify the type of bug even before the ticket is assigned to a member.
Benefits of custom ticket fields:
- Enhanced reporting to identify what's driving your ticket volume
- Based on customer's issues, it will allow you to set up triggers & automation to reduce the resolution time
In this article, you'll learn:
Types of Custom Fields
There are seven types of custom fields that can be created in the ProProfs Help Desk.
Select Inbox: You can pick an email inbox whose incoming tickets can have custom fields.
- Dropdown: This is used to create a dropdown menu.
- Text: This is used to add a single line of text information on a ticket.
- Multi-Line: This is used to add multiple lines of text information on a ticket.
- Checkbox: This is used to create a checkbox menu for tickets.
- Numeric: Used to enter a relevant numeric value for a ticket. For example, the estimated price of a Product.
- Decimal: Used to enter a relevant decimal value for a ticket.
- Date: Used to enter the date.
How to Create Custom Fields
Step 1: Go to Settings >> Custom Fields.
Step 2: Click on +New Field at the top-right and select the type of custom field you want to create.
(i) Enter the Label Name.
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(ii) For Dropdown and CheckBox, you also need to enter Field Values. These act as the multiple options that can be selected.
Step 3: If the field is required for every ticket, check the Required field box. Once done, click on Save.
How to Use Custom Fields
To use a custom field, follow the steps given below:
Step 1: Click on More and select the Custom Fields option.
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Step 2: In the side menu that appears, fill the fields you want to and click on Save.
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That is all about custom ticket fields in the ProProfs Help Desk.