Set Up Custom Fields for Agent Use Only

There are two types of custom fields. Some are entered by the customer when they start a ticket or live chat. Examples include issue type, contact information, or product ID. Others are entered by Agents as a result of the interaction with the customer. For example, a System Administrator may create a custom field that identifies whether a customer inquiry is a potential sales opportunity. Since this information is only collected for internal use, it should be configured so that only Agents can access and complete this custom field.

Applies to SmarterTrack 11.x-12.x

Follow these steps to create a custom field for Agent use only:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folders in the navigation pane.
  4. Click Custom Fields. A list of available field definitions will load in the content pane.
  5. Click Add.
  6. Complete the following required fields: Field Name, Applies To, and Data Type. Enter a Default Value, if desired.
  7. Click OK.
  8. Click on the Templates tab. A list of existing templates will load in the content pane.
  9. Select the desired template and click Edit.
  10. Click the Field Definitions tab.
  11. Click Add.
  12. Select the appropriate custom field from the list.
  13. To make this custom field visible only to Agents, select Agents from the Visibility Drop down list. All other settings are optional.
  14. Click Save to preserve the field definition settings.
  15. Click Save again to save the template changes.

 

Applies to SmarterTrack 7.x - 10.x

Follow these steps to create a custom field for agent use only:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Field Definitions. A list of available field definitions will load in the content pane.
  5. Click New.
  6. Complete the following required fields: Field Identifier, Data Type, and Default Value. All other settings are optional.
  7. Click Save.
  8. Click Templates in the navigation pane. A list of existing templates will load in the content pane.
  9. Select the desired template and click Edit.
  10. Click the Field Definitions tab.
  11. Click Add Field.
  12. Select the appropriate custom field from the list.
  13. To make this custom field visible only to agents, select Agents from the list. All other settings are optional.
  14. Click OK.
  15. Click Save.

For more information, please refer to the SmarterTrack Online Help.

 

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