Ticket Custom Fields
Collect structured information with tickets, limit fields by department and arrange selected fields into access groups for credential-style ticket data.
Reaching the Screen
Panel menu: Support then Custom Fields: {admin}/tickets/custom-fields
What Is on the Screen
The list shows field name, department, input type and status. A red asterisk marks required fields. The department filter separates global fields from department-specific ones.
Access Groups opens a manager that gives a translated name and appearance to an ordered set of fields. Clients choose these groups in the Add Access Details section of the new ticket and ticket reply forms. This section appears only when at least one active group contains an active field.
The details a client adds appear in an access details card on that message, with password fields masked. A Text (Multi-line) value is shown there line by line, in both the client area and the admin panel.
Fields
List Controls
Access Groups
Tasks
Review ticket fields
- Use the Department filter to inspect global fields or one department's fields.
- Open a field name to change its type, requirement, status or order.
- Save the field. New ticket forms and details use the updated definition.
Create an access group
- Open Access Groups and add a group with its name in every language.
- Select the custom fields, arrange them, then choose appearance, order and status.
- Save. An active group now appears under Add Access Details on the client's ticket forms.
Things to Watch
Before deletion, check ticket workflows and access groups that depend on the field. Deleting an access group does not delete its fields.
Privileges
Ticket Custom Fields permission is required to list, create, edit and delete fields and access groups.
Related Screens
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