Fields
Learn how to make use of Fields in your Forms to gather the right information during ticket submission.
You can customize the information users must provide when submitting a ticket, ensuring Agents have the information they need in order to respond efficient to tickets.
Fields can different availability in your Suptask account:
Global fields - shared across all Inboxes and the perfect way to set up fields that Forms across multiple Inboxes will be using.
Inbox fields - only available within the specific Inbox.
Every Suptask account comes with:
System default fields - these are fields such as Assignee, Status and Tags that can be customized, but not deleted.
Custom fields - these come in different types and can be used to collect different information in your forms, such as selection lists or attachments.
Every Form can be customized with your choice of fields.
Custom fields
Custom Fields can be created globally in your account, or per Inbox. Every Form can have one or many fields assigned to them are created in your Suptask account and can be reused across different Forms.
Custom Field types
You can create and manage Custom Fields on the Manage fields page.
The following types are available:
Single-line text User can write any kind of information such as a customer name or a date
Multi-line text User can write a lot of information on multiple lines such as a longer message or log data
Single-selection list User can select a single option from a list. You define what options a user can pick from.
Conditional-selection list User can select different options depending on the conditions, empower dynamic workflows when selecting fields.
Multi-selection list User can select multiple options from a list. You define what options a user can pick from.
Single Slack user Select a single user from your Slack workspace
Multi Slack user Select multiple users from your Slack workspace
Static text Add text with markup format to your form, allowing you to write out instructions or general information to your users inside of your form. This can also include links to knowledge bases and wikis.
Date time Select both a date and time.
Date Select a single date
Time Select a single time
File attachment(s) Attach files in your form.
Example usage
Custom fields provides a number of possibilities to enhance the ticketing experience for your users.
Using the Single-selection list
Create a new Single-selection list field type named Laptop vendor.
This new Custom Field will be a required field on the Hardware issue Form in your Inbox.
The values of this Field will be: Lenovo, Macbook, HP
The User can select a single value within this Custom Field.
Adding an instruction text to a Form
Add a new Custom Field of the type Static Text
Give it the name Instructions
Add the below content to the Instructions-field
Content can be styled using Slack markup
Add the Instructions-field in the beginning of your Form to help guide users prior to the ticket submission.
Read the following wiki article before you submit a ticket, as it can help you to solve the issue yourself: https://wiki.acme.com
Attachments
Images and other files can be attached when submitting a ticket or attached to an existing ticket. All files are automatically synced and stored.
Attaching files using the File Attachments field type
The File Attachment field type allow users to attach files into Forms where the custom field is added.
Create a new Attachment field:
Navigate to the Manage fields page
Press on New field
Select the File attachment(s) field type
Specify the name of the Custom Field, for example: Screenshots
Ones the field is created, it will be available to be added on any of your Forms.
This will allow your users to attach one or many files directly on the form.
Attaching files from existing messages
Users can submit attachments by adding them to their Slack messages. By creating a ticket from the message, the attachments will automatically be included into the ticket.
System default fields
All tickets comes with a set of default system fields. These fields are there to enble a smooth ticketing workflow, to filter on tickets and for analytical purposes.
Assignee Who is assigned and responsible for the ticket
Status Status of the ticket
Priority The priority of the ticket
Description Contains the main description of the ticket
Organization This is a multi-purpose field that can be used to track departments, teams or end-customer names. Learn more
Tags Different Tag values that allow you to categorize all your tickets.
Due Date Apply a date to your tickets to track when it needs to have an action and due.
Enable Requesters to specify values
You can choose to change the visibility of Fields in selected Forms. Allowing you to display Fields such as Priority and Assignee towards the Requester when they submit the ticket.
This can empower the Requester to select more of the fields when they are submitting a ticket.
Renaming and language translation
System fields can be renamed and translated to your local language, or your own preferred terminology.
Users who are submitting tickets will see the custom name, empowering you to optimize the user experience during ticket submission.
The original name might still be present for Agents in certain places, such as the Dashboard.
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