Custom Fields

Learn how to make use of Custom Fields in your Forms

Overview

You can customize the information users must provide when submitting a ticket, ensuring Agents have what they need to respond effectively.

Custom Fields allow you to add various types of input to your Form, such as list selections, multi-line text, and attachments.

The Static text field allows you to include instructions or helpful information to guide users through the submission process. You can add multiple fields to your Form for flexibility.

Custom Fields are created in your Suptask account and can be reused across different Forms.

Additional customizations can be done on Fields and Forms, such as what fields that the Requesters can see, like the Priority or Assignee field. Contact Suptask Support to get help with the customizations

---

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.

• 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 give instructions or general information to your users inside of your form.

• 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

1. Add a new Custom Field of the type Static Text

2. Give it the name Instructions

3. Add the below content to the Instructions-field

   • Content can be styled using Slack markup

4. 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:

1. Navigate to the Manage fields page

2. Press on New field

3. Select the File attachment(s) field type

4. Specify the name of the Custom Field, for example: Screenshots

5. 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.