You can create your own custom fields in your customer contact form and add customer information as and when you get them. You can choose to have these custom fields visible and/or editable to your agents and customers.
You can also add custom fields to Companies and allow agents add more information on the various companies you do business with. This way, your agents have better context while dealing with customers and they can prioritize tickets based on this information.
Quick Guide to Creating Custom Customer Fields:
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Login to your Freshdesk account as an administrator.
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Go to Admin tab on the left panel > Support Operations > Customer Fields.
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All the default contact fields will be visible under the Contacts tab.
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To add a new field, drag and drop any field type you want to the form area from the menu above.
Different field types and what they mean:
Different field behaviors and what they mean:
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Once you drag and drop the field, you can click on it to edit it's properties.
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You can enter the name of your new field under the Label textbox. Your field name can be different for your agents and customers.
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Click Done when you are finished. The field will now be added to your form. You can drag and drop your field to position it anywhere in the form.
You can see a lock icon next to the fields that are visible only to the agents. You will also be able to see two icons on the left of every field when you hover over them:
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You can add as many fields as you want and finally when you are done, hit Save at the top of the page to save your changes.
Now, all the fields that have 'Customer can see this when they sign up' checked will be added to the customer sign up form. The fields with 'Display to customer' and 'Customer can edit' checked will be shown to the customer when they click on the edit profile link in the helpdesk.
Agents can see all the fields when they click on the name of the customer in the Customers page and in the tickets page.
Creating Custom Company Fields
You can also create custom fields for Companies under the Companies tab, just the way its done for Contacts. Please note that the Company fields will be visible only to your agents.
Quick Guide to Creating Custom Company Fields:
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Login to your support portal as an administrator.
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Click on Admin tab on the left panel > Support Operations > Customer Fields.
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In the page that appears, click on the Companies tab.
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You can drag and drop different field types in the form area, give them a label and choose to make it a mandatory field for agents.
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You can add as many fields as you like and hit Save when you are done, to save the changes.