Hi, Jonathan

 

I just tested this but I can't replicate it. I'm able to create a custom field, set a default value (???) and then change it on a per-ticket basis as an agent and the default value stays the same. So, let me ask a few questions:

 

1. What does the custom field apply to? People or Data?

2. What's the Data Type of the field? 

3. Does this happen with every custom field or just one?

4. What Role do the "users" who change the custom filed have? And are these Agents who are changing the field or actual end users? 

 

If you want to screenshot the settings for at least this Nickname field and DM them to me, I'd be happy to take a look. 

Jonathan,

 

I was informed that there was still an issue where if the custom field was edited in the My Preferences area, that this overwrote the default value. Is this where you're seeing the issue? 

Jonathan,

 

We've created you a ticket based on this community post and will be glad to work with you further to ensure the issue gets resolved. Please check your e-mail, or access the ticket section of our portal for more information.