One of the major complaints about help desks these days is the fact that they are not customizable enough to meet people’s needs. We have worked hard on TremenDesk though, to make it as customizable as possible, right down to the ticket fields.
Ticket fields allow technicians to collect more information regarding a customer, and attach that information to a ticket. For instance, if you need your user’s telephone number readily available on a ticket, you can add a ticket field called Daytime Phone Number and set it to appear on the ticket creation page.
How do you add a new ticket field inside the hosted help desk application, TremenDesk?
To add a new ticket field:
- Go to the Admin menu.
- Go to the Ticket Fields Management menu.
- There are a few options when creating a custom ticket field:
- Name – The name of the custom field as displayed on the interface. We strongly recommend a short, but clear name, such as Phone Number or Homepage.
- Suggested – Suggested fields will be presented to your customers on the ticket submission page. Any technician—and higher—will still be able to add fields when viewing the ticket.
- Case-sensitivity – Fields that are not case-sensitive will be treated as all-lowercase characters. If you are storing URLs, email addresses or phone numbers, you can leave this field unchecked. If you are storing physical addresses or person names, check this field.
- Viewable – Viewable fields will be viewable by customers when they go to view their ticket. Technicians—and higher—will be able to view any field as long as they are able to read the ticket.
- Modifiable – Modifiable fields will be modifiable by customers when they go to view their ticket. Technicians—and higher—will be able to modify any field as long as they are able to reply to the ticket. This setting implies Viewable even if you did not select it.
Removing ticket fields can be done too, however be careful, because if you remove a ticket field, that field will be removed from all existing tickets. The tickets themselves will remain unchanged.
To remove a ticket field:
- Go to the Admin menu.
- Go to the Ticket Fields Management menu.
- Click the
icon next to the ticket field you would like to permanently remove. - Click OK to confirm the deletion.
I hope this helps you realize how customizable we have made TremenDesk to suit your hosted help desk application needs. We want this to be the help desk that is suited to your needs, and not the other way around.
