Apart from the usual ticket fields like the requestor’s email, subject and description, you can customize the fields in any of your forms to suit your needs and the kind of request queries you handle everyday. To create new fields, drag and drop additional Field Types from the top of the Custom Ticket Form. Click on any field on the form to edit its properties and customize it.
The different types of fields available in Freshservice:
Custom Ticket Fields
Examples of where to use
Single line text
Order ID, Phone number, etc.
Additional description or notes
Subscriptions purchased by customer
Country, state and product purchased
Applications, Hobbies, Locations, etc.
Product - Problem category - Issue
In addition to the fields that you create, there are a few default fields in your field templates that cannot be removed by the user. These fields control important processes in Freshservice
The list of default fields available in Freshservice:
What this is and why it is important
Customer’s email address
Ticket subject helps you get quick context
Helps distinguish between incidents and service requests
Shows the current status of the ticket
Shows whether the ticket is Urgent, High, Medium or Low Priority ticket
Agent group that the ticket is assigned to
Agent who is currently assigned and working on the ticket
Detailed description of the ticket
|Urgency||Determines how soon an incident should be resolved|
|Impact||The effect an incident has on service levels|
|Category*||A 3-tiered dependent field to help categorize tickets|
* Customizable Field
** Cannot be deleted
1. 'Urgency', 'Impact' and 'Category' might not be visible for accounts created before these fields were added. You can add 'Urgency' and 'Impact' by enabling Priority Matrix and add 'Category' by going to Field Templates in the Admin console.
2. If you already use a custom field for 'Category', you can contact us at firstname.lastname@example.org to migrate the values for all existing tickets.