Within Teamwork Desk, you can set custom fields on tickets to collect information relevant to you.

Note: Custom fields are available on the Premium subscription plan and above.

Once you have enabled custom fields for an inbox, the fields will be available to use in the new ticket form, existing tickets, and the Customer Portal.

Information recorded in the custom fields on a ticket can also be included in the task description when creating a Teamwork task on the ticket.

When viewing a ticket, custom fields can be viewed and edited via the Ticket Options section of the panel to the right of the ticket.

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Depending on the type of custom field created, the type of information entered can be in the following formats:

  • Single-line text
  • Multi-line text
  • Dropdown
  • Checkbox
  • Numbers
  • Date

Required fields will be highlighted with an asterisk and must be filled out before a ticket can be marked as solved or closed.

If you attempt to solve or close a ticket without populating required custom fields, a modal will open for you to fill out the required information.

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Once completed, click Confirm to either close or solve the ticket.



Search filtering

When viewing ticket search results, you can use the filters to select one or multiple custom fields refine the results.

Note: This filter option is currently in Beta and will only be shown if you have at least one custom field already created on your site.



For more information, see: Adding a New Custom Field