Ensuring good self-service includes creating compact forms for your end-users to fill. 

With multi-select dropdown, users can select multiple options for a particular field from the dropdown in incident and service item forms in Freshservice. 


Example: 

Let’s say you want your users to choose the list of applications that they want as part of the access request service item form. You don't have to create checkboxes for multiple application items. Instead, you can create a multi-select dropdown with all the application options. With multi-select dropdown, you can choose multiple values for a single field, from the options available in a custom dropdown.


Quick guide to adding Multi-Select Dropdown to Incident Forms


  • Navigate to Admin > General Settings > Form Fields.

  • Choose Ticket Fields.

  • Click on Multi Dropdown from the drag & drop field box, to open the field editor.    



  • Choose whether the field should be visible to customers when they are raising a new ticket from your portal, whether they can edit it and if it is a required field when they submit the ticket.

  • Customize the name of the field for both agents and requesters.

  • Add the choices that should be displayed in the dropdown.



  • Click Done to save the field.

  • Drag and move the field within the form to organize it.

  • Click Save to save this form.


Quick guide to adding Multi-Select Dropdown to Service Catalog


  • Navigate to Admin > General Settings > Service Catalog.

  • Choose whether to create a new service item or click on a service item from the existing list to edit it.

  • Click on Custom Fields.

  • Click on Multi Dropdown from the drag & drop field box, to open the field editor.

  • Choose whether the field should be visible to requesters when they are requesting a service from your portal and if it is a mandatory field to be filled when submitting the ticket.

  • Customize the name of the field.

  • Choose whether the field should be a Custom Dropdown or be Selected from Data Source.

  1. If chosen to be a Custom Dropdown: Add the choices that should be displayed in the dropdown.

  2. If chosen to be a selection from a Data Source: Choose the data source to be displayed, from the dropdown.


Note: Data source is applicable only for service catalog multi-select fields.



  • Click Done to save the field.

  • Drag and move fields within the form to organize it.

  • Click Save to save the item.