Working with Custom Fields
Custom fields enable organizations to capture and organize information that cannot be added to the system-defined fields such as customer location, work experience, asset type etc. These user-defined fields can be configured to suit business and industry preferences providing a way to customize the modules.
Field types and limits
Note
- Custom fields can be renamed but the field type cannot be changed. For instance, if you create a Single Line field, you cannot change it to an Integer field.
- The maximum number of custom fields that can be created in each module varies according to the subscribed edition . There is a maximum limit for each type of field created.
The following table shows the maximum number of fields you can create for individual field types in the Enterprise edition:
Field Type | Tickets, Contacts, Accounts, Products & Activities | Contracts and Time Entry |
String fields (Single Line, Picklist, Email, Phone, and URL) | 100 | 20 |
Other fields (Multi-Select Picklist and Multi-Line) | 30 | 5 |
Integer | 20 | 5 |
Decimal, Percentage, and Currency | 20 | 5 |
Date | 20 | 5 |
Date/Time | 20 | 5 |
Checkbox | 20 | 5 |
Adding custom fields
When creating a field, key properties such as the field name and character length must be defined. It is also important to specify whether the field is mandatory and whether it captures ePHI (electronic protected health information), along with other relevant settings. As fields are added or removed, the Custom Fields Left section dynamically updates to indicate how many additional fields can be created based on the limits of the current plan.
Note
- Layouts for the Contacts, Accounts, and Products modules are organization-wide and are not specific to a department.
- A field can be marked mandatory (as required) only when Read and Write permissions is provided to all profiles. Set permission under Setup > Layouts and Fields > Field Permissions.
- Character length for Currency, Text, Number (Integer), Decimal, Phone, and URL field types can be adjusted.
- A tooltip can only be displayed when a user hovers over the Info icon for the following field types: Picklist, Multi-Select Picklist, Checkbox, Date, and Date/Time.
To create a custom field
- Navigate to Setup > Customization > Layout and Fields.
- Select a layout and create a custom field within the layout or create it from the Fields List under the Layouts and Fields sub-menu.
- Select a module from the Module drop-down list at the top of the page.
All the fields that belong to the selected module are listed in alphabetical order. - Click Create or Edit Fields.
Select the department and layout before creating a field. - Drag and drop fields from the list of fields types.
The Add Field form slides out to fill in the field properties. - Enter the following details:
- Label : The name of the field.
- Enter the details as per the field type selected.
- Mark as required : Toggle to make the field mandatory.
- Show Tooltip : Toggle on to enable a tooltip for the field. When enabled, instructions or tips can be provided for filling in the field (such as the required date format). Choose to display tooltip in the form of an info icon or as static text.
- Mark as ePHI : Toggle on to mark the field as one that contains customer or patient health information. The ePHI label will be added beside the field on the agent's interface and in the Help Center.
Note : Encryption is automatically enabled, But the user can still choose to disable encryption for that field and have it as ePHI labeled. - End user's access to field in the Help Center: Choose from one of the following:
Note: This will be applied to all the portals and layouts in which the field is associated. - Editable for End Users : Users can fill in the field value.
- Read-Only for End Users: Users can view the field but cannot edit its value.
- Hide from Help Center: The field will be hidden from the users in the help center. If multiple help centers have been set up for different departments using multi-branding, the choice to hide or display the field will be applied across all departments where the field is used.
- Click Add to include the field in the layout.
- Click Save to save the layout.
Deleting custom fields
Over time, data can lose relevance or accuracy, making it important to review fields periodically, especially those that store customer information. Regular reviews of fields used in layouts help identify and remove those that capture outdated or redundant data. Removing unused fields simplifies the interface for agents, enabling more efficient work and improving the overall support experience.
When a custom field is removed, it is moved to the Unused fields section and no longer appears in the layout. To delete the field permanently, it must be removed from the Unused Fields section. Once deleted permanently, the field and its associated data cannot be restored. It will be removed from all the dependent features such as reports, automations, custom views etc.
Note
- To restore a field from the Unused Fields section, drag and drop it into the desired section of the layout. Restoring the field will also restore its associated data.
- Fields in the Unused Fields section are still part of the database and will count against the custom field limit.
- When Picklist fields are moved to the Unused Fields section, the values of the field will be reset on reuse.
- Default standard fields cannot be moved to the Unused Fields section.
- An unused field cannot be deleted from a department if it is being used in other departments.
To delete custom fields
- Navigate to Setup > Customization > Layout and Fields.
- Select the Layout under the Layouts and Fields sub-menu.
- Select a module from the Module dropdown list at the top of the page.
- Select the desired layout from the list of layouts.
- Hover on the field, click
(the Field settings icon), and select Remove Field . Alternatively, drag and drop the field into the Unused Fields section on the right side of the screen.
- Click Save Layout.
To delete custom fields permanently
Note: A field cannot be deleted if there is layout rules or validation rules written. In order to delete the custom field, users will have to first delete the layout rule or validation rules associated with the custom field. - From the Edit Layout page, go to the Unused Fields section.
- Click the Delete icon corresponding to the field to delete.
- In the pop-up that appears, confirm the deletion by clicking Yes. Delete Now.
If the field is used in other layouts, a notification will appear in a pop-up. The field must be removed from all layouts before it can be permanently deleted.
Rounding options for Currency fields
The Currency field allows decimal and precision settings to be configured based on the selected currency locale. It also provides four rounding options, as illustrated in the chart below.
Options | Amount | Decimal Places | Precision | Result |
Normal | 1234.123 | 3 | - | 1234.12 |
1234.567 | 3 | - | 1234.57 | |
Round Off | 1234.123 | 3 | 2 | 1234.12 |
1234.567 | 3 | 2 | 1234.57 | |
Round Down | 1234.123 | 3 | 2 | 1234.12 |
1234.567 | 3 | 2 | 1234.56 | |
Round Up | 1234.123 | 3 | 2 | 1234.13 |
1234.567 | 3 | 2 | 1234.57 |
Adding picklist values
By default, each module includes a set of standard picklist values. In addition, custom picklist fields can be created, allowing users to select options from lists customized to specific requirements.
Adding values in bulk
Values can be added to your picklist fields in bulk. There are three ways to add them.
- From predefined choices : Predefined values are available for days of the week, months of the year, continents and countries. These values can be selected and will be automatically populated as picklist options.
- Manual entry : Picklist values can also be entered manually. Click Add values, and the entries will be automatically added as picklist options. Any duplicate values added will be automatically removed.
- Import from CSV : Picklist values can be imported from CSV files by either dragging and dropping the file or uploading it from the computer.
Adding nested picklist values
A nested picklist is a type of picklist field that allows grouping of values across up to six levels within a single option, where each level is dependent on the previous one. For example, a customer’s location can be captured using levels such as Country > State > City. This type of picklist is especially useful for collecting structured data through online forms, as it helps organize information effectively while maintaining a clean and streamlined form layout. Nested picklist values are separated using double colons (::). For example, a customer can select their preferred location for pickup services. With a nested picklist, it can ask the customer to select the country, state or province, and city through a single option.
The nested picklist field will look like this on the Ticket Add form.
Note:
- Users can add up to 500 nested picklist options.
- Users can add up to five nested picklist fields per layout.
- Nested picklist fields are only available in the Professional and Enterprise editions.
- The levels of a nested picklist are separated by double colons (::). For example: Category :: subcategory :: next subcategory. For example, to create a custom view of tickets from customers located in Los Angeles, enter the value as:
The picklist field will be auto-filled with a default value, which is generally the first option on the form. Click on the Set as Default link
next to any value to make it the default.- Picklist fields are not department-specific. This means that a picklist field created in Department A will also be added in the Unused Fields list of Department B. However, the values in a picklist field are department-specific.
- When picklist values are added, renamed, or deleted, the changes are not automatically reflected in records where those values have already been used. Each affected record must be updated manually to reflect the changes.
Adding nested picklist values in bulk
Nested picklist values can be added in bulk using multiple methods. Options include selecting from predefined choices, entering values manually, or importing them.
Once the Nested Picklist toggle is enabled, click Add Values in Bulk link to access these options.
I. From predefined choices
- Click From Predefined Choices.
- Select a predefined choice set from under Import Predefined Choices.
- Select all, or the specific options to add, and click Add Values.
Selections will be listed as options. - Proceed to nest values using double colons. Click Add.
II. Add values manually
- Click Manual Entry.
- From the Editor, enter the nested picklist values with double colon separation, one below the other, and click Add Values.
- Click Add.
III. Import values from a CSV file
- Click Import from CSV.
- Ensure the values in the file have double colons separating the nested levels and are listed one below the other. Drag and drop the file into the Import from CSV section.
- Click Add.
Replacing picklist values
When editing picklist field values, changes can also be applied to records where those values are already used by replacing the existing picklist values in those records.
Note
- Replacing picklist values is different from renaming picklist values. When the values are replaced, the change will be automatically be reflected in the records where they have been used. There is no need to manually select and update each record individually for the picklist field.
- Replacing an existing picklist value will update the modified date and time of the affected records.
To replace picklist values
- Navigate to Setup> Customization > Layout and Fields.
- Click Fields List under the Layouts and Fields sub-menu.
- Select a module from the Module dropdown list at the top of the page.
All the fields that belong to the selected module are listed in alphabetical order. - Click Create or Edit Fields.
Make sure to select the correct department and layout before creating a field. - Hover your mouse pointer over the field you wish to edit, click
(the Field settings icon), and select Replace Values.
- In the Replace Values window, do the following:
- In the Change Value From field, select an existing value to be replaced.
- In the Change Value To field, select the new value (to replace the existing value).
- Click Replace.
- Click Save Layout.
Adding custom fields to other layouts
Some fields may be relevant across multiple layouts. For example, in a telecommunications company, a field such as “Device Name” can be common across layouts. In such cases, an existing field can be added to multiple layouts. This helps ensure consistency in data collection and reporting, resulting in administrative efficiency.
Note
The field will be added to the corresponding section of the selected department's layout. If the section is unavailable, the field will be added to the very first section of the form layout.
The field will be added to the corresponding section of the selected department's layout. If the section is unavailable, the field will be added to the very first section of the form layout.
To add a custom field to multiple layouts
- Click the settings icon corresponding to a field on the Edit Layout page, and click Add to other Layouts.
- Select a layout from the panel and click Save.
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