Do you need to add a signature or add helpful information to containers? Then custom fields is the way to do it.
You can create custom fields by going to Settings and scrolling down to the platform settings.
This will open a page with all your custom fields. Custom fields are separated into Tickets and Properties and containers.
The page will by default start on custom fields for tickets.
Make sure to change to properties and containers if needed.
To add a new custom field press the + Add symbol in the top-left. The creation of custom fields will be described in detail in the next two sections, as the creation and how to apply them differ for tickets and properties/containers.
Custom fields for tickets
When creating custom fields for tickets the initial screen will be as seen below.
The different fields will do the following, with * indicating the field is mandatory:
Field | Description |
Field name* | The name that will be shown in the list of all custom fields for tickets. |
Label* | The name the custom field will show when opening a ticket using said custom field. |
Help text | Text that will display below the custom field when opening a ticket. |
Field type* | The type of information, explained in detail in the next table. |
Placeholder | The text shown in the custom field when opening a ticket before any user input. |
By removing the tickmark for It is an optional field, you can make the field a requirement for creating and/or completing the ticket in which the custom field applies.
Field type | Description |
Selection | The field allows for the selection of a single choice from a list of user-defined options. |
Multi Selection | The field allows for the selection of multiple choices from a list of user-defined labels. |
Number | The field will allow any number. To make it negative add "-" in front. To make it a decimal number use "." as the separator. |
Text Area | A resizable text field without a character limit. |
Signature | Allows one to write their signature by pressing "Add". |
When choosing the field type Selection or Multi Selection, the choices have to be added as the last step in the creation of the custom field. The additional options will only show when either of these field types has been selected.
To add an option press the blue + Option:
A new text field will appear to type out the option.
Select whether it should be pre-selected upon creating a ticket using this custom field.
Finalise the custom field and press Submit to save the changes.
The custom field now has to be linked to the ticket types that need to use it. This is necessary since tickets vary greatly, and not all custom fields need to apply to every ticket.
To do this, navigate to Settings > Tickets > Ticket type as shown below.
Here you will see all the different ticket types for your company.
Press on the desired ticket type in the left list view.
There will be a field called Ticket custom fields where you can enable the related custom fields.
Pressing + Custom field will add a field with a dropdown menu allowing the selection of a custom field. Selecting a field will display the core information about the custom field to confirm it was the desired choice.
After pressing Submit to save the changes for the ticket, the custom field will be shown when creating a ticket of said type.
Custom fields for properties and containers
When creating a custom field for properties the fields to fill out will be different from tickets.
The custom fields do not need to be activated like they did for tickets — they are automatically applied when creating or editing.
The fields required to create a custom field for properties and containers are seen below, followed by a table explaining the purpose of each field.
Field | Description |
Name | The name of the custom field shown in the list under the custom field settings. |
Type | The type the custom field belongs to: Property, Property group or Container. |
Label | The name of the custom field when viewed under properties, property groups or containers. |
Help Text | Text shown under the field to help explain the purpose of the field. |
Input Type | The type of information, explained in detail in the table below. |
Icon | An icon which can make the custom field easily identifiable. |
The input type is explained in the table below.
Input type | Description |
Selection | The field allows for the selection of a single choice from a list of user-defined options. |
Multi Selection | The field allows for the selection of multiple choices from a list of user-defined labels. |
Number | The field will allow any number. To make it negative add "-" in front. To make it a decimal number use "." as the separator. |
Text Area | A resizable text field without a character limit. |
Filtering and searching by custom field
For properties and containers, you can make custom fields available as a filter or search option in the Property list and Container list views.
To enable this, open the custom field in Settings → Custom Fields and check the relevant option.
Enable filtering — available for Selection and Multi-selection fields. Adds the field as a filter option in the list view.
Enable search — available for Number and Text area fields. Adds the field as a searchable field in the list view.
Once enabled, the field appears in the filter and search bar in the Property list and Container list.
Filter in property list
Search in container list
