How Do I Create Custom Fields for My Tickets

With the Fields & Mappings feature of Comm100 Ticketing & Messaging, you can create additional fields that help give context to a ticket. These fields allow you to capture information and save it to a ticket. System fields are default, and custom fields can be created to serve your unique operational or business needs. 

These are the types of custom fields available: Text, Text area, Email, URL, Link, Date, Phone, Integer, Float, Agent, Department, Radio button, Checkbox, Dropdown list, and Checkbox list. 

You can create custom fields with any of these available field types and map them using mappings to fetch data.  

 

Step by Step Instructions 

To create Fields, follow these steps: 

  1. Log in to Comm100 Control Panel. 
  2. From the left navigation menu, go to Ticketing & Messaging > Settings > Fields & Mappings.
  3. On the Fields & Mappings page, click New Field.Fields & Mappings - 1.png
  4. Select a data type as per your need. data type.png
  5. Provide field details, such as Name, Field length, Help text, or value required. The following example is a Dropdown list type field.
    field details.png
  6. Click Save to complete the custom field configuration.

Now when you go to your Tickets & Messaging tab on the Agent Console, you will find a custom field that has been added under the Info tab.

Note: If the variable value is available during the chat, the custom field will be automatically filled up with that value when the chat is converted to a ticket.

mapping agent console.png         

To create field Mappings, follow these steps: 

  1. Log in to Comm100 Control Panel. 
  2. From the left navigation menu, go to Ticketing & Messaging > Settings > Fields & Mappings.mappings 0.png
  3. On the Fields & Mappings page, select the Mappings tab.mappings 1.png
    Note: You can edit the mappings for any custom field that you create. 
  4. On the Mappings tab, click the pencil icon under the Operations column.mappings 3.png The Edit Mapping drawer appears.
  5. On the Edit Mapping drawer, choose the mapping field from the Chat field and/or Offline message field. The fields include the ones from Visitor, Chat, Pre-Chat, Offline Message, and Custom Variable. mappings 4.png
    Note: The system obtains the value for the Chat field or Offline message field depending on the channel of the ticket. If the ticket is from Live Chat, it reads the Chat field. If the ticket is from Offline Message, it reads the Offline message fields. 
  6. Click Save
Note: If a custom field is mapped to a Chat field or Offline message field, and the Chat field or Offline message field gets deleted, the custom field's value will be empty in Agent Console.