When it comes to ticket management in Freshservice, the ability to customize ticket fields can be invaluable in streamlining your workflow and improving customer satisfaction.
In addition to the standard ticket fields like requestor email, subject, and description, Freshservice offers a range of customizable fields that you can add to your forms to suit your needs. These include single-line text, number, paragraph text, checkbox, drop-down, and multi-select dropdown fields. These fields can be used to collect specific information from customers, such as their name, phone number, order ID, subscriptions, product purchased, and more.
Different types of fields available in Freshservice:
Custom Ticket Fields | Examples of where to use |
Single line text | Customer name |
Number | Order ID, Phone number, etc. |
Paragraph Text | Additional description or notes |
Checkbox | Subscriptions purchased by customer |
| Drop down | Country, state and product purchased |
Multi-Select Dropdown | Applications, Hobbies, Locations, etc. |
Dependent Fields | Product - Problem category - Issue |
| Date | Date a warranty or license expires, the date a contract was signed |
| Decimal | Monetary values, percentages, or ratings |
| URL | Links to relevant knowledge base articles, product manuals, or other helpful resources |
| Content | Instructions, descriptions etc |
You can refer to our solution article on setting up form fields for various modules like tickets, releases, changes, etc, for more detailed information.
In addition to custom fields, Freshservice also provides a set of default fields that cannot be removed. These fields include requestor email, subject, type, status, priority, group, agent, description, urgency, impact, and category. These fields play an important role in the ticket management process by providing context and allowing agents to prioritize and categorize tickets based on their urgency and impact.
List of default fields available in Freshservice:
Default Fields | What this is and why it is important |
Requestor ** | Customer’s email address |
| Asset | Asset information linked to the ticket |
| Asset number | Asset ID |
| Asset type | Type of the asset |
| Subject** | Ticket subject helps you get quick context |
| Source** | Source of the ticket/incident like Phone email etc |
| Status** | Status of the ticket/incident like Open, Pending etc |
| Urgency** | Determines how soon a ticket should be resolved |
| Impact** | The effect the ticket/incident has on service levels |
Priority | Shows whether the ticket is Urgent, High, Medium or Low Priority ticket |
Group | Agent group that the ticket is assigned to |
Agent | Agent who is currently assigned and working on the ticket |
Description | Detailed description of the ticket |
| Category* | A 3-tiered dependent field to help categorize tickets |
* Customizable Field
** Cannot be deleted
