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:

  • Login to your Freshdesk account as an administrator.
  • Go to Admin tab on the left panel > General Settings > Customer Fields.
  • All the default contact fields will be visible under the Contacts tab.
  • 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:



Field Type
Description
Single Line Text
To accept one line of text like First Name, Last Name, etc.
Multi-Line Text
To accept multiple lines of text like Address, Background Information, etc.
Check Box
To gets the user's input or permission. For example, you can create a check box to let the users signing up accept the terms and conditions.
Numbers
To accept numeric values like Phone Number, Zip Code, etc.
Dropdown
To let the user or agent choose from multiple options like Country, State, City, etc.
Phone Number
To accept phone number of the customer/company 
URL
To accept URL of the company website or customer Linkedin profile
Date
To accept date values like date of birth



Different field behaviors and what they mean:

  • Once you drag and drop the field, you can click on it to edit it's properties.

 


Field behavior for agents and customers Functionality
Required when submitting the form (For Agents) Makes the field mandatory for agents
Display to Customer
Customer can see this field in their profile
Customer can Edit
Customer can edit this field when they click on Edit profile
Customer can see this when they sign up
Customer can see this field when they sign up
Required when submitting the form (For Customer)
Makes the field mandatory for customers when they sign up as well as edit profile


  • You can enter the name of your new field under the Label textbox. Your field name can be different for your agents and customers.
  • 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:


Icon Description
Trash can
Lets you delete the field when active. Default fields cannot be deleted.
Edit icon
Lets you edit the properties of the field

 

  • 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:

  • Login to your support portal as an administrator.
  • Click on Admin tab on the left panel > General Settings > Customer Fields.
  • In the page that appears, click on the Companies tab. 
  • 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.

 


  • You can add as many fields as you like and hit Save when you are done, to save the changes. 


Your new fields will now be visible when an agent creates or edits a company in the Contacts tab.



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:

  • Login to your Freshdesk account as an administrator.
  • Go to Admin > General Settings > Customer Fields.
  • All the default contact fields will be visible under the Contacts tab.
  • 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:


Field Type
Description
Single Line Text
To accept one line of text like First Name, Last Name, etc.
Multi-Line Text
To accept multiple lines of text like Address, Background Information, etc.
Check Box
To gets the user's input or permission. For example, you can create a check box to let the users signing up accept the terms and conditions. 
Numbers
To accept numeric values like Phone Number, Zip Code, etc.
Dropdown
To let the user or agent choose from multiple options like Country, State, City, etc. 
Phone Number
To accept phone number of the customer/company 
URL
To accept URL of the company website or customer Linkedin profile
Date
To accept date values like date of birth



Different field behaviors and what they mean

  • Once you drag and drop the field, you can click on it to edit it's properties.



Field behavior for agents and customers Functionality
Required when submitting the form (For Agents) Makes the field mandatory for agents
Display to Customer
Customer can see this field in their profile
Customer can Edit
Customer can edit this field when they click on Edit profile
Customer can see this when they sign up
Customer can see this field when they sign up
Required when submitting the form (For Customer)
Makes the field mandatory for customers when they sign up as well as edit profile


  • You can enter the name of your new field under the Label textbox. Your field name can be different for your agents and customers.
  • 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:


Icon Description
Trash can
Lets you delete the field when active. Default fields cannot be deleted.
Edit icon
Lets you edit the properties of the field


  • 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:

  • Login to your support portal as an administrator.
  • Click on Admin > General Settings > Customer Fields.
  • In the page that appears, click on the Companies tab. 
  • 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.



  • You can add as many fields as you like and hit Save when you are done, to save the changes. 

Your new fields will now be visible when an agent creates or edits a company in the Customers tab.