Ensuring good self-service includes creating compact forms for your end-users to fill. 

With multi-select dropdown, users can select multiple options for a particular field from the dropdown in incident and service item forms in Freshservice. 


Example: 

Let’s say you want your users to choose the list of applications that they want as part of the access request service item form. You don't have to create checkboxes for multiple application items. Instead, you can create a multi-select dropdown with all the application options. With multi-select dropdown, you can choose multiple values for a single field, from the options available in a custom dropdown.



Quick guide to adding Multi-Select Dropdown to Incident Forms


  • Navigate to Admin > Service Management > Field Manager. 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Service Management > Field Manager

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Service Management > Field Manager

    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description. 

  • Choose Ticket Fields.

  • Click on Multi Dropdown from the drag & drop field box, to open the field editor.    

  • Choose whether the field should be visible to customers when they are raising a new ticket from your portal, whether they can edit it and if it is a required field when they submit the ticket.

  • Customize the name of the field for both agents and requesters.

  • Add the choices that should be displayed in the dropdown.

  • Click Done to save the field.

  • Drag and move the field within the form to organize it.

  • Click Save to save this form.


Quick guide to adding Multi-Select Dropdown to Service Catalog

  • Navigate to Admin > Service Management> Service Catalog. 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Service Management> Service Catalog

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > > Service Management> Service Catalog

    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description. 

  • Choose whether to create a new service item or click on a service item from the existing list to edit it.

  • Click on Custom Fields.

  • Click on Multi Dropdown from the drag & drop field box, to open the field editor.

  • Choose whether the field should be visible to requesters when they are requesting a service from your portal and if it is a mandatory field to be filled when submitting the ticket.

  • Customize the name of the field.

  • Choose whether the field should be a Custom Dropdown or be Select from Data Source.

  1. If chosen to be a Custom Dropdown: Add the choices that should be displayed in the dropdown.

  2. If chosen to be a selection from a Data Source: Choose the data source to be displayed, from the dropdown.


Note: Select from Data Source is applicable only for service catalog multi-select fields.



  • Click Done to save the field.

  • Drag and move fields within the form to organize it.

  • Click Save to save the item.



Note: 
1. You can also Bulk Add Choices to the dropdown instead of creating them one by one, by copying the required choices to the text area from a notepad or CSV file. 

2. Bulk adding of choices is supported for all modules except Asset Type and Fields.





Quick guide to adding Multi-Select Dropdown to Change Forms


  • Navigate to Admin > Service Management > Field Manager. 
    If your account has more than one workspace: 

    To modify global workflows, navigate to Admin > Global Settings > Service Management > Field Manager

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} > Service Management > Field Manager

    Important Note:
    Workspace admins can view the list of global and local workflows applicable to their workspace. 
    The global workflows execute first, followed by the workspace-level workflows, to allow for the workspace-level workflows to take precedence over the global workflow. 
    For example, A global workflow can be configured to route tickets to the right workspace based on the subject/description.


  • Choose Change Fields.

  • Click on Multi Dropdown from the drag & drop field box, to open the field editor.    

  • Choose whether the field should be visible to customers when they are raising a new ticket from your portal, whether they can edit it and if it is a required field when they submit the ticket.

  • Customize the name of the field.

  • Add a placeholder text and help text.

  • Add the choices that should be displayed in the dropdown by clicking Add item.


  • Click Done to save the field.

  • Drag and move the field within the form to organize it.

  • Click Save to save this form.