Freshservice makes it easy for you to stay on top of activities in your service desk by letting you create tasks with respect to every ticket, problem, change, and release. You can break down large work into smaller chunks by creating tasks and assign them cross-functionally to drive work
The task form in the ticket/problem/change/release includes a bunch of fields like title, note, group, assign to, status, notify before, and due date by default. However, you can customize the task form to contain fields specific to your business type or support process.
Please navigate to Admin → Service Management → Helpdesk Settings → Field Manager
Let’s configure Ticket’s Task Fields. Similarly, you can do that for the Problem, Change, and Release task fields.
This section contains custom fields along with the default fields.
Use the drag-and-drop fields to insert custom fields into your ticket task form.
What are the different types of custom fields available?
Freshservice has different kinds of task fields that let you capture various types and levels of information.
Custom field type
Single line text
Ticket Task ID
Additional descriptions, addresses, notes.
Order ID, Phone number, etc.
Quantity, Size, etc.
Purchase date, complaint date, etc.
Understanding field properties
In addition to adding new fields and rearranging them, you can also define the properties of each field in your ticket task form. You can use field properties to control what your agents see in the task form and to manage your workflows better in your helpdesk.
Here are a bunch of things you can do with your fields.
What it means
Required when creating a task
The agent should fill the field before creating the task
Required when completing the task
The agent should fill the field before closing the task
Displays name of the field shown to your agents
Similarly, you can configure the form fields for the Problem, Change, and Release tasks.