Customizing Customer Fields

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:

Different field types and what they mean:

Different field behaviors and what they mean:

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:

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: