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.

If you have not created any custom fields yet please view our guide to do so by clicking here.

 

To begin using your Custom Fields go to any ticket. Then go to the customer information section on the right, scroll down to Custom Fields > Add.
As shown below in each of the examples.

Fill in the custom fields which you would like to appear for this customer.
(Reference is a default custom field that appears in all accounts.)

Click Save Changes and the custom field will be added.

 

Examples

Text

Here, I would like to note of a customer's made to order request. To do this I add the following details to create my Custom Field:
Name:     Engraving Text
Type:        Text
Multiple:    No
Min length:    0
Max length:    20        

When I go to the customer information section in any ticket, I can now make a permanent note of the engraving text for this request with our company for everyone to see.

Inside ticket>Custom Fields>Insert Text

 

Date

Here, I would like to note when a customer first engaged/purchased with our company. To do this I add the following details to create my Custom Field:
Name:     First contact
Type:        Date

When I go to the customer information section in any ticket, I can now make a permanent note of the date this customer first engaged with our company for everyone to see.

Inside ticket>Custom Fields>Insert Date

 

Date & Time

Here, I would like to note when we have processed this request. To do this I add the following details to create my Custom Field:
Name:     Processed
Type:        Date & Time

When I go to the customer information section in any ticket, I can now make a permanent note of the date & time this request was processed with our company for everyone to see.

Inside ticket>Custom Fields>Insert Date & time

 

Selectable Options

Here, I would like to note of a customer's made to order request. To do this I add the following details to create my Custom Field:
Name:     Plaque Shape
Type:        Selectable Options    - Heart
                    - Circle
                    - Square        

When I go to the customer information section in any ticket, I can now make a permanent note of the plaque shape for this request with our company for everyone to see.

Inside ticket>Custom Fields>Insert Selectable Options

 

Multiple Selectable Options

Here, I would like to note of a customer's made to order request. To do this I add the following details to create my Custom Field:
Name:     Add ons
Type:        Selectable Options    - Detailed Trim
                    - Flower detail
                    - Hanging pins        

When I go to the customer information section in any ticket, I can now make a permanent note of the add ons for request was processed with our company for everyone to see.

Inside ticket>Custom Fields>Insert Multiple Selectable Options

 

Number

Here, I would like to note of an invoice number. To do this I add the following details to create my Custom Field:
Name:            Invoice
Type:              Number
Min Value:    0
Max Value:    999999999999999
Decimal:       0 (No decimal required)
Prefix:           #
Postfix:        ABC    

When I go to the customer information section in any ticket, I can now make a permanent note of the invoice number with our company for everyone to see.

Inside ticket>Custom Fields>Insert Number

 

Yes/No

Here, I would like other agents to see immediately if they are dealing with an VIP client. To do this I add the following details to create my Custom Field:
Name:     VIP
Type:        Yes/No
When I go to the customer information section in any ticket, I can now make a permanent note if this client is VIP.

Inside ticket>Custom Fields>Yes/No


URL

Here, I would like to note of the customers website. To do this I add the following details to create my Custom Field:
Name:     Website
Type:        URL    

When I go to the customer information section in any ticket, I can now make a permanent note of the website with our company for everyone to see.

Inside ticket>Custom Fields>Insert URL

 

Email Address

Here, I would like to note of the customers support email. To do this I add the following details to create my Custom Field:
Name:     Support
Type:        Email
When I go to the customer information section in any ticket, I can now make a permanent note of the support email with our company for everyone to see.

Inside ticket>Custom Fields>Insert Email

 

There are lots of types of Custom Fields which allow you to enrich the customer information section in each ticket, so you can provide even faster responses in complete context.
 

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