The ticket form includes a bunch of fields like Requestor, Subject and Description, by default. However, it can be customized to include different fields specific to the type of your business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details.


What are the different types of ticket fields?    

Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use single line text fields to collect one line information like the name of the company, and you could add drop down fields to give your customers a list of options to choose from. 


     
Custom field type
Example use-cases
Single line text
Customer name, company name.
Multiline text
Additional descriptions, addresses, notes.
Checkbox
Subscriptions, Agreements.
Number
Order ID, Phone number, etc.
Dropdown
Quantity, Size, etc.
Date
Purchase date, complaint date etc.
Decimal
Percentage values.
Dependent Fields
Country - State - City


One of the most important field types you can use in Freshdesk is the Dependent field, which lets you create a three-level hierarchy that is dependent on the user's choice in the previous level. You can learn more about it in our solution article here


You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here.

Managing field properties

In addition to adding new fields and rearranging them, you can also drill down and define the properties of each and every field in your ticket form. This can be used to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk. 





Here are a bunch of things you can do with your fields. 


Behavior
What it means
For Agents

Field label
Displays name of the field shown to your agents
Required when submitting the form
The agent should fill the field before submitting the form
Required when closing the ticket*

The agent should fill the field before closing the ticket

For Customers

Field label
Display name of the field shown to your customers
Displayed to customer
The customer will be able to see the field but won't be allowed to edit
Customer can edit
The customer will be able to see this field and edit the value
Required when submitting the form
The customer should fill the field before submitting the form


Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary to them.  


*When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk.


The ticket form includes a bunch of fields like Requestor, Subject and Description, by default. However, it can be customized to include different fields specific to the type of your business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details.


What are the different types of ticket fields?    


Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use single line text fields to collect one line information like the name of the company, and you could add drop down fields to give your customers a list of options to choose from. 



 

Custom field type
Example use-cases
Single line text
Customer name, company name.
Multiline text Additional descriptions, addresses, notes.
Checkbox Subscriptions, Agreements.
Number
Order ID, Phone number, etc.
Dropdown Quantity, Size, etc.
Date Purchase date, complaint date etc.
Decimal Percentage values.
Dependent Fields
Country - State - City



One of the most important field types you can use in Freshdesk is the Dependent field, which lets you create a three-level hierarchy that is dependent on the user's choice in the previous level. You can learn more about it in our solution article here


You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here.


Managing field properties


In addition to adding new fields and rearranging them, you can also drill down and define the properties of each and every field in your ticket form. This can be used to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk. 



Here are a bunch of things you can do with your fields. 


Behavior
What it means
For Agents

Field label
Displays name of the field shown to your agents
Required when submitting the form
The agent should fill the field before submitting the form
Required when closing the ticket*
The agent should fill the field before closing the ticket
For Customers

Field label
Display name of the field shown to your customers
Displayed to customer
The customer will be able to see the field but won't be allowed to edit
Customer can edit
The customer will be able to see this field and edit the value
Required when submitting the form
The customer should fill the field before submitting the form



Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary to them.  


*When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk.