The ticket form in Freshdesk includes fields like ticket requester, subject, type, and description by default. However, you can customize the form to contain different fields specific to your business requirements. For example, you can create custom fields for customer information to collect on the ticket.
What are the different types of ticket fields?
Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use a single-line text field to collect one-line details and you could add drop-down fields to give your customers a list of options to choose from.
How to locate ticket field settings and add custom fields?
The ticket field settings can be viewed under Admin > Workflows > Ticket fields section for the helpdesk admins. You can add custom fields by performing a drag and drop action from the list of fields below to the field menu.
| Custom field type | Example use-cases |
| Single line text | Ticket ID, Customer ID |
| Multiline text | Additional descriptions, addresses, notes. |
| Checkbox | Subscriptions, Agreements. |
| Number | Order ID, Phone number, etc. |
| Dropdown | Quantity, Size, etc. |
| Date | Purchase date, complaint date, etc. |
| Decimal | Percentage values |
| Dependent Fields | Country - State - City |
Dependent fields are extremely helpful when you need to offer customers up to three levels of options to choose from. You can learn more about it in our solution article here.
You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here.
Note: Dynamic sections are available from the Pro plan.
Understanding ticket field properties:
In addition to adding and rearranging new fields, you can also define the properties of each field in your ticket form. You can use field properties to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk.
Here are a bunch of things you can do with your fields.
| Behavior | What it means |
| For Agents | |
| Field label | Displays name of the field shown to your agents |
| Required when submitting the form | The agent should fill the field before submitting the form |
| Required when closing the ticket* | The agent should fill the field before closing the ticket |
| For Customers | |
| Field label | Display name of the field shown to your customers |
| Displayed to customer | The customer will be able to see the field but won't be allowed to edit |
| Customer can edit | The customer will be able to see this field and edit the value |
| Required when submitting the form | The customer should fill the field before submitting the form |
Field properties work the same way for all your ticket fields and can be easily customized in a way that your agents get to keep track of information and customers get to see only what's necessary to them. The crossed eye symbol displayed next to ticket fields indicates that these fields are only visible to the agents and are not visible to the customers.
When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk.
You can also refer to the articles below for more information regarding the ticket forms in Freshdesk:
Setting up multiple ticket forms
Editing, cloning and deleting a ticket form