Add custom fields to support requests

There is a basic set of data fields which you can store, and view at any time, about each support ticket in Helpdesk app:

  • subject
  • text
  • attached files
Additionally, these pieces of information are also available for each customer request:
  • state
  • author name

These data are sufficient in most cases. But if you want to store something else about customer requests, you are not limited by these basic fields!

What kind of details you can store about a support request

Example 1: Request type

Every support team receives questions which can be split into a few large groups; e.g., presale, technical, financial, feedback. You can facilitate the analysis of incoming support requests by allowing your clients to specify what kind of assistance they need from you. This is where a new request field will come handy: add a new field of type "drop-down" with a few options to select:

Clients will be able (or will have to, if you set this field as mandatory) to select the topic type most appropriate for their requests.

Example 2: Car make and Model

If your company provide car repair services and accept orders from car owners online, it would be useful to add two custom fields: "Car make" and "Model". The "Car make" field may provide a selectable list, and the "Model" field may be a simple text field for clients to type the exact model name of their cars.

How to use custom fields

To begin using a custom field, complete these 2 steps:

1. Create field

To create custom fields, go to Helpdesk → Admin → Field constructor → New field in your Webasyst account.

2. Add field to a web form

Go to Workflows → [Your workflow name] → [Form name] in the Helpdesk app. If you have no forms in your workflow yet, use New source → Form to add one.

Then, on the form-adding screen, add your custom field from the available list:

When the field has been added, publish your form on the website.


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