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Custom fields in OneDesk can be configured to have fields appear when certain choices are made in other fields.
1 – Creating a Choice-Type Custom Field
To create a custom field with choices to select from, first head to more applications, administration, and the custom field editor. Select “Create Custom Field”, and choose “choice” under the type header. Let’s create a choice type field called “Region”, with North and South America as our two options.
2 – Creating and Adding a Condition to a Custom Field
Let’s add a condition for the custom field “North American Country” to show up only if the custom field “Region” is set to North America. To do this, we first create “North American Country” as its own choice custom field. Let’s make our choices between Canada, the United States, and Mexico for simplicity.
To add a condition which will display North American Country whenever Region is set to “North America”, select “Add condition” under the “Manage conditions” header. Next, we fill out the custom field to base our condition off of, and the choice in the original custom field we want to have our condition show up for, so we select “North America”, and then show the “North American Country” custom field.
Select save, and you will see the condition appear under the “Manage conditions” section. You can edit the condition further with the pencil icon, or delete it with the trash icon.
3 – Seeing your Custom Field: On the Detail Panel
Once you have created the desired custom fields, you will need to add the field to your desired items and enable the condition for view. You can choose to have this field appear on an item’s detail panel, its internal creation form, and its webform.
To have a custom field appear on a ticket’s detail panel, head to your ticket settings and scroll down to the “Ticket detail panel properties” heading. Look for the “Region” property – add it as a property and make sure that the “Include conditional fields” toggle is turned on.
4 – Seeing your Custom Field: On the Internal Creation Form
To have these custom fields appear on a creation form, select your form settings. Again we will have this appear on the ticket creation form, so select your ticket creation form. We’ll add our “Region” field as a property to the form, and toggle on its condition.
5 – Seeing your Custom Field: On Webforms
If you wish these fields and their conditions to appear on webforms submitted by your customers, go to your webform settings and add your custom field as a property. Don’t forget to toggle the condition to ‘on’ once you have done so.
Now in the ticket detail panel and when a ticket is created by us or by a customer, if we choose “North America” as our region, we are prompted to select from Canada, the United States, and Mexico in a new custom field.
For any other questions you may have about custom fields in OneDesk, feel free to reach out to us through the live-chat, or by email at support@onedesk.com.