Today I want to show a useful feature if you want to adjust the Ticket form to fit your needs
In ticketing app you can custom your ticket fields by hiding standard fields, adding your own custom fields and reorganizing the Ticket form layout. To know more, you can either read the highlights below or watch this video for more detail explanation.
How to configure custom fields in Ticketing
Click on the setting button then click on custom fields.
Hiding standard fields and reorganizing the Ticket form layout
Disable Department and Category since we don't use these fields
Add custom field
If the information captured by the Standard fields are not enough, you can add your own custom fields.
Let us create a "Followers" field. Followers are users who would like to follow what is happening on a ticket, but are neither assignee nor the request
For followers field, we will use people picker
Mandatory field is optional, so we don’t check "is Mandatory"
We check "Can receive notification" and "Can see ticket"
We check "Can select multiple option" as we want to be able to select more than 1 follower
In the "Choose from", we select Members, so a follower can be anyone from the member list.
We leave "Default value" empty since we don’t want to have a default follower when creating a ticket
Reorganizing the ticket form layout
Your are free to select where this "Followers" custom field will be displayed by dragging the "Follower fields"
Custom fields on the ticket form
Now, let's see the ticketing form with our new custom fields
We don't see anymore the department and category fields
We can now add "Followers" to every ticket
Hope you enjoy this post about custom fields feature in Ticketing App
Have a nice day!