Note: This version of Teamwork Desk is no longer supported.
Check out our help docs for the new version of Teamwork Desk here.
Within Teamwork Desk, you can add a new custom field on inboxes of your choosing.
Note: Custom Fields are only available on the Professional and Enterprise plan.
To create a custom field, click on your profile icon to the top right of the navigation bar and select Settings.
Near the top of the page select the Company area of settings.
In the left pane select Custom Fields.
Note: Only site administrators can access and update custom fields.
You will now have the option to add a new field to the top right.
Once you select a custom field type, the custom fields form will be shown. At the top of the form, you can change between the different field types.
- Text Field - Agents (and
optionally customers) can enter in single
- Multi-Line text field - Agents
(and optionally customers) can enter
multiple lines of text.
- Dropdown - Allow agents (and
optionally customers) to choose exactly 1
option from your pre-defined list.
- Numbers - Accept numeric input
from agents (and optionally
- Checkbox - Allow agents (and
optionally customers) to choose 0 or more
options from your pre-defined list.
- Date - Allow agents (and
optionally customers) to select a date
from a date picker.
When you have chosen what type of field you require you can then give it a label name and choose whether it is required for agents or not.
Note: By choosing to mark the field as required, agents will be required to fill in the field before the ticket can be solved or closed.
When creating a custom field you can choose from a few options relating to your customers.
- Can view - When enabled, your
customers will be able to the custom field
in their tickets in the customer
- Label - This is the label that will
be shown to customers when creating or
viewing a ticket.
- Note: The label will not be
- Can edit - When enabled, the
customer can edit the value they entered
when submitting the ticket from the
customer portal after their ticket has
- Required - When you enable this the
customer must complete this field before
submitting the ticket.
- Description - The optional
description will be shown to customers
beneath the form field.
You can choose what inboxes you would like to apply the new custom field to. You can tick the boxes next to each inbox you would like or use the search function to find a particular inbox.
Finally, you can choose to apply the custom field to all future inboxes that you create going forward.
You can then choose Save Field to apply.
Note: Custom fields can be included in the task description when creating a Projects task from a ticket.
For more information see: Enabling or disabling custom fields