The Field Manager service desk settings help you configure the default and custom fields for your service desk ticket forms and ticket tasks.
You can configure distinct ticket fields to capture the precise information necessary for effectively addressing and managing service requests. You can define various field types, such as text, number and date fields, dropdown lists, and checkboxes based on your specific requirements. Further, you can designate fields as mandatory or optional, arrange fields in a logical order, and so on.
Note:
Ticket form fields and Ticket task fields (both) can be configured at the global settings level. However, only the Ticket form fields can be configured at the workspace level.
The default fields that are pre-configured for Ticket forms and Ticket tasks, such as, Category, Subject, Description, Status, Impact, Title, or Note cannot be archived or deleted. However, the custom fields that you configure can be archived or deleted.
If you do want any default fields to be available in Tickets, you can use Business Rules for Forms to hide or disable those fields.
The custom fields configured at the global settings level can be edited only at that level, and the custom fields configured at the workspace level can be edited only at that level.
In this article:
Configure ticket form fields
To configure the ticket form fields:
Log in to your Freshservice account.
(To configure ticket form fields at the global level) Go to Admin > Global Settings > Service Management > Field Manager > Ticket Fields.
(To configure ticket form fields at the workspace level) Go to Admin > Global Settings.
Click at the top left corner, and select a workspace under Workspace Settings.
Then, go to Service Management > Field Manager > Ticket Fields.
If you are configuring ticket form fields at the global settings level, the Ticket Fields > Ticket form page opens.
Or, if you are configuring ticket form fields at the workspace level, the Ticket Fields page opens.
Click any default field to view and update its properties.
Update the field properties (as required), and click Done.
To add a new custom field to the form, select the required field type from the Drag & Drop Field options (for example, ‘Date’ field type).
The Properties section for adding the new custom field is shown on the right pane.
Enter a name for the new field in the Field Label box (for example, Start date).
Update any other properties for this field, and click Done. The new custom field will be added to the form.
Update other ticket form settings, such as Allow requesters to associate asset or Show attachments in approval page.
After adding or updating all the ticket form field configurations, click Save.
Configure dynamic sections for ticket forms
You can configure dynamic sections for custom dropdown fields in your ticket forms at the workspace level. This enables the selection of different sets of fields that appear based on user input.
For example, you may want to capture specific details (such as workstation number and IP address of devices) in the tickets associated with a workspace. Whereas, you may want to capture specific details (such as employee ID and date of joining) in the tickets associated with another workspace.
Using dynamic sections in your ticket form can help your agents filter tickets easily and resolve them faster.
To configure dynamic sections for your ticket forms:
Go to Admin > Global Settings. Click at the top left corner, and select a workspace under Workspace Settings.
Go to Service Management > Field Manager > Ticket Fields.
To add a new custom dropdown field to the form, select a dropdown field type from the Drag & Drop Field options (for example, Dropdown field type).
The Properties section for adding the new custom field is shown on the right pane.
Enter a name for the new field and update other properties under the Behavior section (as required).
Select the relevant option for adding dropdown choices: Custom dropdown or Select from Data Source (for example, Custom dropdown).
Add or update items under the Dropdown Choices section, and click Done. The new custom field will be added to the form.
Then, click Save on the Ticket Fields page.
To add dynamic sections, hover over the added field and click the ‘+’ icon.
The Section Properties dialog opens.
Enter a section title (for example, Legal) and select the required dropdown choice from the Show this section for field.
Click Done. The section is added under the new custom dropdown field.
Drag and drop the field type you want to add to this section from the Drag & Drop Field options (for example, Checkbox).
The Properties section opens on the right pane.
Add a field label, update other properties (as required), and click Done. The field will be added to the section.
Note: You can add more sections using the New Section option, and edit or delete any sections.
Then, click Save on the Ticket Fields page.
Configure dependent fields for ticket forms
You can configure dependent fields to introduce hierarchy in your field choices and organize them into categories and subcategories. Dependent fields allow you to nest each item into various levels of categories.
To configure dependent fields:
Go to Admin > Global Settings > Service Management > Field Manager > Ticket Fields.
Or, go to Admin > Workspace Settings > {Workspace} > Service Management > Field Manager > Ticket Fields.
Select the dependent field type from the Drag & Drop Field options.
The Properties section opens on the right pane.
Select the required behavior properties.
Enter the nested field label names for three levels of hierarchy (for example, Category > Sub category > Item).
Then, enter values for each hierarchy level in the Dropdown Choices box. Ensure to use the tab key to indent values (one tab makes it a level 2 hierarchy, while two tabs makes it a level 3 hierarchy).
Click Preview to preview the configurations.
Click Done. Then, click Save on the Ticket Fields page.
Configure ticket task fields
To configure the ticket task fields:
Log in to your Freshservice account.
Go to Admin > Global Settings > Service Management > Field Manager > Ticket Fields.
Note: Ticket task fields can be configured only at the global settings level.
Click Ticket task. The Ticket Fields > Ticket task page opens.
Click any default field to view and update its properties.
Update the field properties (as required), and click Done.
To add a new custom field to the ticket task, select the required field type from the Drag & Drop Field options (for example, ‘URL’ field type).
The Field Properties dialog for adding the new custom field is shown.
Enter a name for the new field in the Field Name box.
Update other properties and click Done. The new custom field is added to the Ticket task page.
After adding or updating all the ticket task field configurations, click Save.
Frequently asked questions (FAQs)
1. Why can't I locate a field I created in the Field Manager?
This might be because you have multiple workspaces in your account, and the field could either be in Admin > Global Settings > Field Manager or within a specific workspace in Admin > Workspace Settings > Workspace > Field Manager.
2. Is it possible to create a custom status called "Cancelled" and will it work the same way as closed or resolved status?
You will be able to create a custom status field from Admin > Global Settings > Field Manager or within a specific workspace in Admin > Workspace Settings > Workspace > Field Manager, and add a new choice as "Closed".
However, even if we set a ticket to “Cancelled” status using custom status, the system doesn't map the status to "Closed". The system considers these as Unresolved tickets.
3. Why am I unable to CC users when raising a ticket?
Go to Admin > Global Settings > Field Manager > Ticket Fields, select the Search a requester field, and enable the Display CC Field option to be able to CC users.
4. How do I create sub-types for the Category ticket field?
To add sub-categories for a field, drag and drop a Dependent field within Admin > Workspace Settings > Workspace > Field Manager > Ticket Fields.
5. How do we remove the SLA condition on the Status field?
Go to Admin > Global Settings > Field Manager > Ticket Fields. Select the Status field, and disable the SLA timer toggle.
6. Is it possible to rename the Priority tags in Ticket fields?
No, default fields cannot be customized.
7. Is it possible to edit a default field like Category?
No, you will not be able to edit any default field. You can create a rule in Admin > Global Settings > Business Rules for Forms to hide or disable an existing default field.
8. How to export the Category field from Ticket fields?
Currently, there is no direct option to export the Category field from Ticket Fields. However, you can retrieve the Category field values using the following API.
https://api.freshservice.com/#view_all_ticket_fields
9. How do you delete the Category field?
Default fields, such as the Category field cannot be deleted.
If you do not need this field to be visible in Ticket form, you can hide or disable it using Business Rules.
Note: If you have more than one workspace, which requires this field to be hidden, create a business rule in Admin > Global Settings > Business Rules for Forms.
