Create and Use Custom Fields in Tickets

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

System administrators have the ability to create Custom Fields that can be used for tickets or live chats to gather additional data from Users or Agents. Custom Fields can be added to ticket or live chat templates so that information is captured BEFORE either is submitted to an Agent, or be Agent-only, meaning that Agents are the only ones who see the Custom Field and, therefore, are the only ones who can fill them out. Creating and using Custom Fields in SmarterTrack is a 3-step process that involves:

  1. Creating the custom field,
  2. Assigning the custom field to a ticket or live chat template, and
  3. Assigning the template to a Department.

These steps are explained in more detail below.

Create the Custom Field
To create custom fields, follow these steps:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Custom Fields. A list of available fields will load in the content pane.
  4. Click the Add button in the content pane toolbar. The Custom Field modal window will open.
  5. Complete the following required fields: Field Name, Applies To, Data Type and Default Value. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  6. Once the field is set up, click the Save button.

All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Assign the Custom Fields to Templates 
In order to use a Custom Field, it needs to be assigned to a ticket template. To assign it to a template, follow these steps:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Custom Fields
  4. Click the Templates tab. A list of available templates will load in the content pane.
  5. Select the desired template and click the Edit button.
  6. Click the Field Definitions tab.
  7. Click the Add button.
  8. Select the Custom Feld to be added from the list. If you want to change the Display Name for the Customer Field you select, simply click the Edit button and change the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents or None).
  9. Click Save twice to save both the field you added and the template you added it to.

Assign the Template to a Department 
To assign a template to a Department’s ticket settings, follow these steps:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Live Chat.
  4. Click on the Departments tab. A list of available departments will load in the content pane.
  5. Select the desired Department and click the Edit button.
  6. On the Options tab, select the appropriate template from Custom Field Template dropdown list.
  7. Click Save.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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It would be really helpful if we had the ability to run a report and specify a custom field to grop by. For example to see how many tickets were received in the last 30 days grouped by a custom field value. That way we can setup our own internal tagging system to help us manage our tickets and get more insight on our support.
John Schroeder (May 20, 2014 at 12:31 PM)
John, you actually can do that. We use that internally to see tickets by ticket type. If you have custom fields set up, then they should be appearing in the Group By dropdown list.
Derek Curtis (May 20, 2014 at 12:50 PM)
Is there any way to show the custom field content along messages in ticket's communication thread. I saw you can have custom fields in signatures but can we do the same for ticket communication log?
Mazhar Qayyum (December 6, 2014 at 5:22 AM)
You can have custom fields show up in the message heard if you enable the "Show in communication field" option. To enable this login as the domain admin and go to Settings | Custom Fields | Template | (edit template) | Field definition tab and then edit the filed you want to display and enable this feature.
Brian Ward (December 8, 2014 at 8:12 AM)
Is there any way to pass the parameters to custom fields while creating a ticket using soap api in php.
krishna p (July 21, 2015 at 2:29 AM)
Before 10.6, we could have fields that were required and others that weren't. Now in 10.6, EVERY SINGLE FIELD MUST BE EDITED before a ticket can be closed -- even if no changes are made! This wastes a lot of time.
Aleyant (November 2, 2015 at 9:24 AM)
This should still be possible in the latest version of SmarterTrack. If you're experiencing something different, please submit a ticket to our support team so we can look into this.
Andrea Rogers (November 2, 2015 at 9:30 AM)

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