Create custom fields

Weronika Masternak
5 min read
updated: Nov 7, 2022

Create custom fields to store additional information about tickets, requesters, and organizations in the ticket details.

Think about the purpose of your custom field and the data it’ll contain. You can go with, for example, order number, order details, contact ID, requester’s website, delivery date, credit card number, social security number, requester’s age, shipping address, deal worth, and so on. 

Custom fields will be visible in the ticket details, making it easier for you to work on the case and give the best answers.

Example of a ticket with a custom field value.

Creating custom fieldLink icon

To create your first custom field, go to the “Settings” section and choose the “Custom Fields” category. Then, you can see the main dashboard for managing your custom fields.

Click on the “Create custom field” button.

Clicking on the “Create custom field” button.

You’ll see a panel to create your custom field.

The main view of the panel for creating custom fields.

Display nameLink icon

First, add a display name for your custom field. The display name will be visible in the custom field list as well as in the ticket details.

Think carefully about the name and make it descriptive and fit the data it’ll contain, for example, order number, order details, contact ID, requester’s website, delivery date, credit card number, social security number, requester’s age, shipping address, deal worth, and so on.

TypeLink icon

Next, choose the type of custom field. You can choose from the following options:

  • Single-line, max. 28 characters
  • Multi-line, max. 480 characters
  • Link, https://website.com format
  • Date, date picker with YYYY-MM-DD format

Custom field types.

You can see a preview of the custom field type on the right.

Preview of the type of the custom field.

The custom field type can’t be changed after the custom field is created!
The custom field type can’t be changed after the custom field is created!

Teams with accessLink icon

Another field is teams with access. This setting relates to the access (that is, visibility) of custom field values in the ticket details, depending on the team selected.

Select the teams that can browse custom fields in tickets.

Selecting teams to access custom field values.

Who can change the custom field value?Link icon

In this setting, you need to decide who will be able to change the custom field value in the ticket details. You can choose from three options:

  • Admins only
  • Admins and agents
  • No one (API integration) — your custom field will be populated with data through a dedicated integration created using the API documentation. As a result, admins and agents won’t be able to edit the values manually.

Choosing who can change the custom field value.

API key nameLink icon

The API key name is fetched when you enter the display name for the custom field. You can change it during custom field creation according to your needs. 

You can use API key name to set custom field values via the API. Browse our API documentation and use a unique API key name to create custom fields in HelpDesk.

The API key name can’t be changed after the custom field is created!
The API key name can’t be changed after the custom field is created!

When you’re done setting up your custom field, click on the “Create” button. The custom field will appear in the list of custom fields, as well as in the ticket details.

Example of a ready custom field.

You can have up to five activated custom fields in the list. If you want to enjoy unlimited custom fields, upgrade to the Enterprise solution.

Remember that only admins can create custom fields.
Remember that only admins can create custom fields.

Creating custom fields is possible with the admin role in HelpDesk.

Editing custom fieldsLink icon

You can always edit your custom field and change its settings regarding the display name, teams with access, and who can change the value of the custom field. The custom field type and API key name can’t be edited.

To edit your custom field, go to the list of custom fields, find the right custom field, click the “Edit” button, and start updating your custom field.

Editing the custom field in HelpDesk.

Once you’re done editing, click the “Update” button.

Updating custom field in HelpDesk.

Searching tickets using custom fieldsLink icon

“Uses” in custom field settingsLink icon

If you want to find tickets with a specific custom field, you can go to the custom field settings, look at the “Uses” column, and click on the number of tickets. In this way, you can easily filter out the relevant tickets.

Column with uses of custom fields.

 Also, you can use the search bar. Let’s now review two simple cases.

  1. If you want to search for all tickets that have any value for a given custom field, use this query: customFields.<apiKey>?

For example:

If you want to find custom field with apiKey= paid

Write this in the search bar: customFields.paid?

  1. If you want to search for all tickets that have a specific value for a given custom field, use this query: customFields.<apiKey>:<value>

For example:

If you want to find tickets with order number 12345

Write this in the search bar: customFields.orderNo:12345

Finding a specific custom field value using the search bar.

If the custom field value is a link or contains spaces (for example, in a multi-line custom field type), you must enclose the value in quotation marks “”:
customFields.link:“https://www.amazon.de/-/en/Nike-Mens-running-shoes-black/dp/B09NSY3S5N"

customFields.comments:“This client wants a refund”

And for the date type of the custom field:

customFields.orderDate:2022-10-12

Deactivating custom fieldsLink icon

If you no longer want to fill a custom field with data and find it unnecessary at the moment, you can deactivate the custom field on the spot. 

To deactivate your custom field, go to the list of custom fields, find the right custom field, and click the “Deactivate” button. The custom field will be deactivated immediately and it won’t be available in the ticket details.

Remember that you can activate it at any time in the future with a complete data set.

Deactivating the custom field in HelpDesk.

Deleting custom fieldsLink icon

If you no longer need a custom field, you can delete it from the list of custom fields.

To delete your custom field, go to the list of custom fields and find the right custom field to delete.

Next, click on the number of tickets in the “Uses” column to manually clear the custom field values from all tickets.

Clearing custom field values from tickets.

Once you’re done, go back to the custom fields list and click the “Delete” button. The custom field will be deleted forever.

Deleting the custom field in HelpDesk.

Editing custom field valueLink icon

After you create a custom field and activate it, you can change its value directly in the ticket details.

Click on the “Edit” option to change the custom field value to your needs.

Changing the custom field value in the ticket details.

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