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.
.jpg?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yMDg2LzE2MzE0L2NrZmluZGVyL2ltYWdlcy9OZXclMjBQcm9qZWN0JTIwKDMyKS5qcGciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3MzQ1Nzg2NDN9fX1dfQ__&Signature=eeUAflLDd-9fI9um46Jqw5s00jNPlUsf461-WhOgGnLRVswBcU-KFRc3UB6fgG9YFmjuqTsV9MCLhod8EnEkHOjgkfgIZWNtBHgw38shcQHsCGXYgknkx01lDI8KMHlmIN38G-mSr0WVPFwgJnRjZx90UEEQtKaV6OYXQZRoKsK-drfj5Wrnf6BFSX-amqE9ZoH-jzrGHRo41TYWsAt1SPcB4oFuMj40mlBHWKqGVx8kk5A4Fu46-nIo6uMhUVojmYekAbK6cgdQadtS3gbPJhjcScHdmBSfOM5I3m50XrAs8ran9UqtQ8rsInLn1ZXoydGv4nZf3kYxzldJbiN89g__&Key-Pair-Id=K2TK3EG287XSFC)
(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.
.jpg?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yMDg2LzE2MzE0L2NrZmluZGVyL2ltYWdlcy9OZXclMjBQcm9qZWN0JTIwKDM1KS5qcGciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3MzQ1Nzg2NDN9fX1dfQ__&Signature=T-94uRKuoqtjpO8f2wK5WFvfHf6mDtiVsxri-8eKNX~L~dsTluqzevBDS59A1jnTj9HUgPrHizUWwiyUb7k5SatlhjsANj1EeyJ~0rSdUqmRzWFhfNgkeH0taalNkbzVQmTAK4QkhlH3PKtc1T76gX5Okxnh~efXo5WuRkAZ0NO41sg05riC25JbA926u0CJ8tuj-zT3sY-JJoECzK-OjxawVMlW8Ard-Ep5yH0SxXaZPVj8fLvgTb3DpN1siYgmmRxyO~5qkae2EOqYi-FVOV3ztAhl8UTEnN62tVAbZzZqxxTbqFkpgMWZ52cUDbk1QQ-ptBC6ftAicejw3W9eZA__&Key-Pair-Id=K2TK3EG287XSFC)
Step 2: In the side menu that appears, fill the fields you want to and click on Save.
.jpg?Policy=eyJTdGF0ZW1lbnQiOlt7IlJlc291cmNlIjoiaHR0cHM6Ly9kemY4dnF2MjRlcWhnLmNsb3VkZnJvbnQubmV0L3VzZXJmaWxlcy8yMDg2LzE2MzE0L2NrZmluZGVyL2ltYWdlcy9OZXclMjBQcm9qZWN0JTIwKDM3KS5qcGciLCJDb25kaXRpb24iOnsiRGF0ZUxlc3NUaGFuIjp7IkFXUzpFcG9jaFRpbWUiOjE3MzQ1Nzg2NDN9fX1dfQ__&Signature=ewjMVYxoze6QJCfBG-TEV6Br25uowKYvN16J11lLxfHmPlkGcWhFx0p7099bicSOBQD-nIvdy4brKV5w3Nfkc0X6Jp~~YbvASS6Xokix9fBdcuOkCykKewgC1UMN1o0kr5bch8Jb9Knt-0Lmi230yG9I3BfwW1Pwgz79aGxgIFcF6QKNIOZIHdubmCC0XeM0mSUg3mEaQ3lmYSGCxPKm3t-yQ-3r7i3qDsHettBT8YriAL~c~TtZutF6NbNGgHKYZxWL3f73sIdm1jLwbOtLCfGoP3QNTGGGOncv8kxId3qAg9Zxxe64W93-THYrA7OqGUeubbenM2ei9Q~4~Pq7mQ__&Key-Pair-Id=K2TK3EG287XSFC)
That is all about custom ticket fields in the ProProfs Help Desk.