You can only make changes to custom fields if you have an administrator account.

How to edit custom fields

1.  Go to the Custom fields section in the Settings.

2.  Choose the field that you want to change and click Edit.

3.  Make your changes to the field. You can edit the following elements:

• • the title of the field
  • the names and values of the options (for the Select list type of field)
  • if the field is visible in the case details
  • the icon.

To change the field type or the API label you will need to create a new custom field.

4.  Click Edit custom field.

The change will automatically affect all the cases.

How to delete custom fields

You cannot delete custom fields permanently - instead, you can archive them. This prevents you from losing the information that you or your operators have stored in this field in your existing cases. You can restore an archived custom field at any time.

1.  Go to the Custom fields section in the Settings.

2.  Select the case you want to archive and click the button.

3.  We will ask you to confirm your decision. Click Yes.

You will see that your case has moved from the Active section to the Archived section below:

An archived custom field will no longer be available in the case details section of your cases, but you can still edit it. You can also click the button to restore them back to the Active section: