Use Custom Fields in Ticket Signatures

Custom fields can be used in ticket signatures to provide unique agent information, such as an agent's personal phone number. This is a three-step process that includes (1) creating the custom field for agent use, (2) inserting that custom field in the signature, and (3) updating the agent's settings to include the custom field data. 

Applies to SmarterTrack 11.x-12.x

Create the Custom Field
Follow these steps to create a custom field for agent use only:
 
  1. Log into the SmarterTrack management interface as an administrator. 
  2. Click the Settings icon.
  3. Expand the Configuration Folder and click on Custom Fields.
  4. Click Add.
  5. Complete the following fields: Field Identifier, Data Type, and Default Value. Check the setting for Applies to only end-users and employees.
  6. Click Save.
For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 
Insert the custom field
Follow these steps to insert your new custom field in ticket signatures:
 
  1. Log into the SmarterTrack management interface as an administrator. 
  2. Click the Settings icon.
  3. Expand the Configuration and click Tickets in the navigation pane.
  4. Click Signatures. A list of signatures will load in the content pane. 
  5. Select the desired signature and click Edit. NOTE: If you have not already created your signature, please refer to the KB article Create a Default Signature for Tickets.
  6. In the signature body, place your cursor where you'd like the custom field to be entered. From the Variables dropdown menu in the text editor bar, choose the custom field you created. 
  7. Click Save.
For more information, please refer to the Signatures page in the SmarterTrack Online Help.
 
Update agent settings
Follow these steps to update the agents' settings to include the custom field data:
 
  1. Log into the SmarterTrack management interface as an administrator. 
  2. Click the Settings icon.
  3. Expand the Manage and click on Employees in the navigation pane.
  4. Click Employees. A list of employees will load in the content pane. 
  5. Select the desired employee and click Edit
  6. Click on the Custom Fields tab and fill in the fields.
  7. Click Save.

 

Applies to SmarterTrack 6.x-10.x

Create the Custom Field
Follow these steps to create a custom field for agent use only:
 
  1. Log into the SmarterTrack management interface as an 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 fields: Field Identifier, Data Type, and Default Value. Check the setting for Applies to only end-users and employees.
  7. Click Save.
For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 
Insert the custom field
Follow these steps to insert your new custom field in ticket signatures:
 
  1. Log into the SmarterTrack management interface as an administrator. 
  2. Click the Settings icon.
  3. Expand the System Settings and Tickets folders in the navigation pane.
  4. Click Signatures. A list of signatures will load in the content pane. 
  5. Select the desired signature and click Edit. NOTE: If you have not already created your signature, please refer to the KB article Create a Default Signature for Tickets.
  6. In the signature body, place your cursor where you'd like the custom field to be entered. From the Variables dropdown menu in the text editor bar, choose the custom field you created. 
  7. Click Save.
For more information, please refer to the Signatures page in the SmarterTrack Online Help.
 
Update agent settings
Follow these steps to update the agents' settings to include the custom field data:
 
  1. Log into the SmarterTrack management interface as an administrator. 
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Employees. A list of employees will load in the content pane. 
  5. Select the desired employee and click Edit
  6. Click on the Custom Fields tab and fill in the fields.
  7. Click Save.

 

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