Create and Use Custom Fields in Tickets

Administrators have the ability to create custom fields that can be used to gather additional data. 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 template and (3) assigning the template to a department. These steps are explained in more detail below.

Applies to SmarterTrack 11.x-12.x

Applies to SmarterTrack 6.x - 10.x

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

1. Log in to 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 required fields: Field Identifier and Data Type. NOTE: If the data type is a drop-down menu, make sure the default value and any options are filled out.
7. Click Save.

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

Assign the Custom Field 
To use a custom field, it needs to be assigned to a template. To assign it to a template, follow these steps:

1. Log in to 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 Templates. A list of available templates will load in the content pane.
5. Select the desired template and click Edit.
6. Click the Field Definitions tab.
7. Click Add Field.
8. Select the custom field to be added from the list. If you want to change the display name for this custom field, edit 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 OK. 
10. Click Save.

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

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 an administrator.
2. Click the settings icon.
3. Expand the System Settings and Organization folders in the navigation pane.
4. Click Departments. A list of available departments will load in the content pane.
5. Select the desired department and click Edit.
6. Click the Tickets tab.
7. In the Ticket Template field, select the appropriate template from the list.
8. Click Save.

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

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