Use dropdown fields to create an experience that allows users to select options for a field from the dropdown. Dropdown fields can be used for Tickets, Problems, Changes, and Releases in Freshservice. You may also use dropdown fields while creating custom fields for the service catalog.
Here’s how you can set up dropdown fields:
Go to Admin Settings > Global Settings > Field Manager.
Note:
- For service catalog: Go to Admin Settings > Global Settings > Service Catalog > Catalog Item
- For individual workspaces: Go to Admin Settings > Global Settings > Workspace Settings > Field Manager
Choose Ticket Fields.
Click Dropdown from the drag & drop field box and add the field.
Define the field visibility, whether it is to be editable, and if it is a required field when they submit the ticket.
Customize the name of the field for both agents and requesters.
Choose whether the field should be a Custom Dropdown or be Select from Data Source.
Custom Dropdown: Add the choices that should be displayed in the dropdown.
Data Source: Choose the data source to be displayed, from the dropdown.
- Add the choices that should be displayed in the dropdown.
- Bulk Add Choices: Fill in your choices in bulk. Use the enter ↵ key to add a new choice. When a choice is repeated in the same category, it is considered duplicate and will be skipped. Pasting new choices over a bulk selection removes existing choices and replaces them with newly added ones.
- Bulk Add Choices: Fill in your choices in bulk. Use the enter ↵ key to add a new choice. When a choice is repeated in the same category, it is considered duplicate and will be skipped. Pasting new choices over a bulk selection removes existing choices and replaces them with newly added ones.
- Click Done to save the field.
- Click Save to save this form.
Note: Workspace admins can view the list of global and local workflows applicable to their workspace. The global workflows execute first, followed by the workspace-level workflows.
