Custom fields are a handy way to annotate additional notes on any ticket. If you have specific information that would be helpful for agents to know about a customer, you can add these to your list of custom fields and attach them to the customer information section in any ticket. Anyone working on this ticket will then be able to respond even faster, with all the information they need to know about a customer right at their fingertips.

In the Messages dashboard, go to Custom Fields in the left side menu as shown below.

Directions: Messages>Custom Fields

Select the Add Custom Field button in the top right corner.

The field options are as follows:

Name (REQUIRED)
Your Custom Field requires a name. This will be the title of the field you create and how it will be viewed within tickets.

Type (REQUIRED)
With type there are a couple of options you can choose from. Selecting one is the information you would like your agents to fill into this custom field. Each type has different fields to be filled in but they are as follows:

  • Text (EXAMPLE)
    If we require text to be added to the customer details this is the option to pick. There are also some restrictions we can put in place in this field such as:
    Multiple lines allowed
    If you would like the text in this field to have the ability in create a new line or have multiple lines, turn this restriction on.
    Minimum/Maximum Length
    Also within the text you can restrict how many characters you can have from the minimum and maximum length.
  • Date (EXAMPLE)
    The date does not require any additional restrictions. The reason for this is, this will only let you choose a date format to be added to this custom field.
  • Date & Time (EXAMPLE)
    The date & time does not require any additional restrictions. The reason for this is, this will only let you choose a date & time format to be added to this custom field.
  • Selectable options (EXAMPLE)
    Once you choose this type you will need to enter the selectable options your agent can apply.
  • Multiple selectable options (EXAMPLE)
    Similar to the above, once you choose this type you will need to enter the selectable options your agent can apply. However with this option they can choose more than one option that you have entered.
  • Number (EXAMPLE)
    If we require a number to be added to the customer details this is the option to pick. There are also some restrictions we can put in place in this field such as
    Minimum/Maximum Value
    You can restrict how high or low the number value the number value can be.
    Decimal Precision
    If you would like the ability to have a decimal point you can choose how many places this can be.
    Prefix/Postfix
    To ensure the field is being filled in correctly you can provide mandatory text to be before (Pre) of after (Post) the custom field you can fill in.
  • Yes/No (EXAMPLE)
    The yes/no does not require any additional restrictions. The reason for this is, this will only let you choose yes/no format to be added to this custom field.
  • URL (EXAMPLE)
    The URL does not require any additional restrictions. The reason for this is, this will only let you choose a URL format to be added to this custom field.
  • Email address (EXAMPLE)
    The email address does not require any additional restrictions. The reason for this is, this will only let you choose a email address format to be added to this custom field.

To finish select “Create Custom Field” and your custom field will be available to choose from with your tickets.

Once a Custom Field is created you can choose to delete this option by clicking the "Delete this Custom Field" inside the custom field.

Also you can rearrange their order of how they will appear if needs be within the custom fields tab.

 

To learn how you can use these fields within tickets or example fields you can create click here to view our guide.

 

Got questions about xSellco helpdesk features? Get in touch with us at support@xsellco.com.