Ensuring a good self-service experience includes creating compact, neat forms for your end-users to fill. You would also want to add external documentation links, or contact details to provide more contextual information to your users while filling a form.

With content fields, you can now add a rich-text section to all your incident and service item forms in Freshservice. You can create sections in your forms with content headers, and you can also add relevant links.


Content fields are now supported for tickets and service item forms. You can add these fields to the respective service item forms, and to the ticket forms from the form fields settings in the admin panel.

How to set it up?

  • Navigate either to the respective Service item forms or Admin > Account Settings > Field Manager. If your account has more than one workspace, navigate to Admin > {Worskpace Name} > Account Settings > Field Manager.

  • Select either ticket, change, release, problem, and time entry field option.

  • Drag and drop the content field icon from the field options available to you.

  • You can choose to display this for either your agents or requesters or for both.

  • Enter a name for this field. (This will not be exposed on the form for your users)

  • Now you’ll have a rich text editor with which you can add the content of your choice. 
    The elements supported by the content fields section are:

  • Headers

  • Text Formatting and Colors

  • Horizontal Lines

  • Hyperlinks

  • Ordered and Unordered Lists

  • You can add headers and lines to segment your forms into sections.

  • You can also add hyperlinks to documents and contacts. You can add links, anchors, or email contacts to your content fields.

  • Once you add the relevant content fields, click on Done, and save your forms.