Published on: 05-25-17 03:10pm
Custom fields are the additional fields which are created for the tickets as per the requirements. In simple words, your visible custom fields appear on your support request form in the help center.
It is used to gather more information about the support issues, product or any service.
While creating a custom field, there is a field called Dependency. If we select it for the particular ticket type, then while creating another ticket if it has the same ticket type then that particular custom field will appear in the dialog box.
Quick steps for creating Ticket-Custom Fields:
Secure Field View Logs:
Whenever you create a custom field, you are provided with an option to make the field encrypted to secure the data entered by the user for the respective field. Whenever a user (agent/customer) views this data, an entry is made into a log identifying the request. Secure Field View Logs is a log of such requests, which can be used to identify who all have viewed a particular data.
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