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The ticket form includes a bunch of fields like Requester, Subject, Type, and Description, by default. However, you can customize the ticket form to contain different fields specific to the type of your business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details.

 

What are the different types of ticket fields?    

Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use a single-line text field to collect one-line details and you could add drop-down fields to give your customers a list of options to choose from. 

     

Custom field type	Example use-cases
Single line text	Ticket ID, Customer ID
Multiline text	Additional descriptions, addresses, notes.
Checkbox	Subscriptions, Agreements.
Number	Order ID, Phone number, etc.
Dropdown	Quantity, Size, etc.
Date	Purchase date, complaint date, etc.
Decimal	Percentage values
Dependent Fields	Country - State - City

Dependent fields are extremely helpful when you need to offer customers up to three levels of options to choose from. You can learn more about it in our solution article here. 

You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here.

Note: Dynamic sections are available from the Pro plan.

Understanding ticket field properties

In addition to adding new fields and rearranging them, you can also define the properties of each field in your ticket form. You can use field properties to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk. 

Here are a bunch of things you can do with your fields. 

Behavior	What it means
For Agents
Field label	Displays name of the field shown to your agents
Required when submitting the form	The agent should fill the field before submitting the form
Required when closing the ticket*	The agent should fill the field before closing the ticket
For Customers
Field label	Display name of the field shown to your customers
Displayed to customer	The customer will be able to see the field but won't be allowed to edit
Customer can edit	The customer will be able to see this field and edit the value
Required when submitting the form	The customer should fill the field before submitting the form

Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary to them. The lock symbol displayed next to ticket fields indicates that these fields are only visible to the agents and are not visible to the customers.

*When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk.

The ticket form includes a bunch of fields like Requestor, Subject, and Description, by default. However, it can be customized to include different fields specific to the type of your business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details.

What are the different types of ticket fields?    

Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use single-line text fields to collect one-line information like the name of the company, and you could add drop-down fields to give your customers a list of options to choose from. 

 

Custom field type	Example use-cases
Single-line text	Customer name, company name.
Multi-line text	Additional descriptions, addresses, notes.
Checkbox	Subscriptions, Agreements.
Dropdown	Quantity, Size, etc.
Dependent Fields	Country - State - City
Date	Purchase date, complaint date, etc.
Number	Order ID, Phone number, etc.
Decimal	Percentage values.

One of the most important field types you can use in Freshdesk is the Dependent field, which lets you create a three-level hierarchy that is dependent on the user's choice in the previous level. You can learn more about it in our solution article here. 

You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here.

Managing field properties

In addition to adding new fields and rearranging them, you can also drill down and define the properties of each and every field in your ticket form. This can be used to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk. 

Here are a bunch of things you can do with your fields. 

Behavior	What it means
For Agents
Field label	Displays name of the field shown to your agents
Required when submitting the form	The agent should fill the field before submitting the form
Required when closing the ticket*	The agent should fill the field before closing the ticket
For Customers
Field label	Display name of the field shown to your customers
Displayed to customer	The customer will be able to see the field but won't be allowed to edit
Customer can edit	The customer will be able to see this field and edit the value
Required when submitting the form	The customer should fill the field before submitting the form

Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary to them. The lock symbol displayed next to ticket fields indicates that these fields are only visible to the agents and are not visible to the customers.

*When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk.