Custom fields are additional spaces in the case details section that will help keep track of all the necessary information about your customers and cases. If you or your company use external software to manage your customer interactions, you can also access all of your custom fields via API.

What information can I store in custom fields?

For example:

• customer’s account type
• their contact information (for example address)
• the model of the product that they use
• their payment method
• notes from your previous appointments.

How to create custom fields

If you are an administrator, you can create a new custom field in a few simple steps:

1.  Go to the Custom fields tab in the Settings and click the + Add new custom field button.

A new window will open:

2.  Choose a title - this is the name of your custom field that will be displayed in the case details section. You can also edit it later.

3.  Choose an API label - you will need it if you wish to implement our API into your application. By default, the API label is the same as the title of the field, but you can change it to better suit your needs. It can include the following characters:

• • small and capital letters
  • numbers (except for the first character)
  • the _ special character.

You cannot change the label later.

4.  If you want to give your custom field a unique look, you can choose a special icon for it. Just click on the No icon text and select one from the list:

5.  Decide how your custom field should look. You can select one of the four field types:

• • Input text - this custom field type allows you to enter a short line of text - similar, for example, to the default Email address field.

• • Text field - this option provides you with a large writing space, similar to the Notes section. Choose this type if you want to store a text that is longer than one line.
    

• • Checkbox - This custom field type consists of a switch that can be turned on and off.
    

• • Select list - Choose this field type to create a drop-down list of two or more options.
    

Once you select this type, we will ask you to enter the name and the value of each option:

The name is what you will see on the list in the case details. The value is what you will need to access this custom field via API - it can be the same as the name, or you can choose a different one.

You cannot change the type of the field later.

6.  Choose if this custom field should be visible in the case details section This option is useful if you are using our API, but don’t want your operators to have access to the field.

7.  Click Add custom field.

You have just created a new custom field. You can see it by going back to the dashboard - the field will be available in the details section of each new and existing case.