Within Teamwork Desk, you can add custom fields to your contact form which can be accessed from your customer portal or embedded on any web page.
Note: Custom fields are available on Premium and Enterprise subscriptions.
Your access contact form can be linked to a multiple inboxes. If you have created any custom fields on these selected inboxes and set them as editable, they will appear when the customer chooses the inbox from the dropdown within the window.
When your customer is sending a support request they can choose the inbox they wish to send their issue to.
When an inbox is selected you will see the custom fields change in relation to the inbox they have selected.
You can decide which custom fields are needed for each inbox when creating them from Settings > Company > Custom Fields.
For more information, see: Adding a New Custom Field