Note: This feature works the same way in Freshservice and Freshservice for Business Teams (FSBT). 


Freshservice and FSBT support custom fields in addition to the default fields. In Freshservice, you can add custom fields for tickets, problems, changes, and releases. In FSBT, custom fields are available only for tickets. Use custom fields to capture additional context, introduce categorization, log key parameters, and automate service desk tasks. You can add fields such as text boxes and drop-downs when customizing the relevant field templates.


TABLE OF CONTENTS


Adding/Editing form fields

Here's how you can customize forms for one of Tickets, Problems, Changes, and Releases:

  1. Click Admin > Service Management > Service Desk Settings > Field Manager. 
    To modify workspace-level workflows, navigate to Admin > Workspace Settings > Workspace > Service Management > Service Desk Settings > Field Manager.

  2. Select the module for which you would like to edit/add the fields. Choose from Ticket, Problem, Change, Release, or Time entry fields.
  3. Add or edit fields according to your priority:
    1. Adding fields:
      1. Use the drag and drop editor to add new fields.
      2. Select a new field type of your choice. This opens the field editor.
      3. Customize the name of the field for both agents and customers.
      4. Define both behavior of the field for both requesters and agents. This can include opting to display/hide the field to requester. You may also choose to make the field mandatory for agents.

    2. Editing fields: Click an existing field to open the field editor. Execute all other actions as mentioned above.
  4. Drag and move fields within the form to organize them in the form.
  5. Click . The changes made will take effect.


Field limits

Freshservice/FSBT offers a diverse set of fields in Tickets, Changes, Problems, and Releases. Here is the list of custom fields provided and their corresponding limits.


Field Type
Limit
Global level
Multi select
20
Multi lookup
Multi-select dropdown
Paragraph
(This includes mini paragraphs with a limit of 3000 characters)
10
Number
10
Decimal
10
Date field
10
Checkbox
10
Text

30

Dropdown30*
Nested Fields
Lookup Fields
*The number of permissible lookup fields is capped at 10
Workspace level
Dropdown

150**

Nested Fields
Lookup fields
**The number of permissible lookup fields is capped at 20
Text fields

150

Date fields
25
Paragraph fields

Note:
  • †The first ten configured paragraph fields (out of 170) have an extended character limit of 65000. The remaining fields have character limits capped at 3000. 
  • To free up a paragraph field with an extended character limit,  delete fields that have already been configured with the extended character limit.
170†
Number fields
20
Content fields
50
Decimal fields
10
Checkbox
10
Multiselect

30

Multi Lookup fields
Section
5


Note:
  • Form fields created at a global level will be available across all workspaces.
  • Form fields set at a workspace level will be available/visible only in that particular workspace.
  • Workspace admins can hide or show global fields within their workspace as per their requirements. In order to do that, workspace admins can use business rules to hide the specific global fields or choices that are irrelevant to their workspace.
  • All fields created at a global level will have a global tag next to them within the workspace field manager settings.
  • Default form fields like requester, subject, status, priority, and category are a part of the global form fields.
  • The order in which the fields are organized can be rearranged as per the local workspace requirements.
  • Content fields and dynamic sections can be configured only at a workspace level and cannot be configured for global form fields.
  • The visibility of form fields created at a workspace level is limited to that particular workspace, while the global form fields can be accessed/visible across all the workspaces. 
  • Default fields cannot be modified or deleted.
  • Fields created at the global level cannot be modified from the workspace level.