Apart from the usual ticket fields like the requestor’s email, subject and description, you can customize the fields in any of your forms to suit your needs and the kind of request queries you handle everyday. To create new fields, drag and drop additional Field Types from the top of the Custom Ticket Form. Click on any field on the form to edit its properties and customize it.
The different types of fields available in Freshservice:
Custom Ticket Fields | Examples of where to use |
Single line text | Customer name |
Number | Order ID, Phone number, etc. |
Paragraph Text | Additional description or notes |
Checkbox | Subscriptions purchased by customer |
| Drop down | Country, state and product purchased |
Multi-Select Dropdown | Applications, Hobbies, Locations, etc. |
Dependent Fields | Product - Problem category - Issue |
In addition to the fields that you create, there are a few default fields in your field templates that cannot be removed by the user. These fields control important processes in Freshservice
The list of default fields available in Freshservice:
Default Fields | What this is and why it is important |
Requestor ** | Customer’s email address |
Subject | Ticket subject helps you get quick context |
Type | Helps distinguish between incidents and service requests |
Status* | Shows the current status of the ticket |
Priority | Shows whether the ticket is Urgent, High, Medium or Low Priority ticket |
Group | Agent group that the ticket is assigned to |
Agent | Agent who is currently assigned and working on the ticket |
Description | Detailed description of the ticket |
| Urgency | Determines how soon an incident should be resolved |
| Impact | The effect an incident has on service levels |
| Category* | A 3-tiered dependent field to help categorize tickets |
* Customizable Field
** Cannot be deleted
NOTE:
1. 'Urgency', 'Impact' and 'Category' might not be visible for accounts created before these fields were added. You can add 'Urgency' and 'Impact' by enabling Priority Matrix and add 'Category' by going to Field Templates in the Admin console.
2. If you already use a custom field for 'Category', you can contact us at support@freshservice.com to migrate the values for all existing tickets.
