There are two types of custom fields: Those entered by Users when starting a ticket or live chat, and those used by Agents to attach additional information to a ticket or live chat. Examples of User-related custom fields include issue type, contact information or product ID. Examples of Agent-related custom fields are varied. For example, a Manager in the Sales Department may create a custom field that identifies whether a customer inquiry is a potential sales opportunity. Since Agent-related information is only collected for internal use, these custom fields should be configured so that only Agents can access them and add the custom field data. Below, we cover how to create these latter fields.
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