Custom Fields

Custom fields extend the ticket submission form with additional inputs. Use them to collect structured information from customers upfront — reducing back-and-forth replies.

Field Types

Type	HTML Input	Use Case
Text	text	Short free-form input
Textarea	textarea	Multi-line free-form input
Email	email	Email address with format validation
Number	number	Numeric input
URL	url	Web address with format validation
Tel	tel	Phone number
Date	date	Date picker
Time	time	Time picker
Date & Time	datetime-local	Combined date and time picker

Custom Field Properties

Field	Description
Label	Field label shown to the customer
Description	Optional helper text shown below the field
Type	Input type (see table above)
Required	Whether the field must be filled before ticket submission
Sort order	Display order on the ticket form
Status	Published (active) or Draft (hidden)

Managing Custom Fields

Navigate to Admin → Support Desk → Custom Fields.

Creating a Custom Field

1. Navigate to Admin → Support Desk → Custom Fields
2. Click Create
3. Enter a label and select a field type
4. Add a description if the field needs explanation
5. Enable Required if the field is mandatory
6. Set the sort order to control where it appears in the form
7. Set Status to Published
8. Click Save

Editing a Custom Field

1. Click Edit on a field row
2. Update the properties
3. Click Save

Deleting a Custom Field

1. Click Delete on a field row
2. Confirm deletion

WARNING

Deleting a custom field also deletes all values previously submitted for that field across all tickets. This action cannot be undone.

Reordering Fields

Set the Sort order value on each field to control the order they appear in the ticket submission form. Lower numbers appear first.

Customer Experience

Active custom fields appear on the ticket submission form at /support/tickets/create, between the standard fields and the submit button. Required fields are marked with an asterisk and must be filled before the form can be submitted.

Viewing Custom Field Values

Custom field values are displayed on the ticket detail page in both the admin panel and the agent portal, alongside the standard ticket information.