This video explains custom fields in OneDesk, how to create them, and how to use them

Transcript:
You can add custom properties to your different tasks and tickets in OneDesk. Here’s where they’re found. On the ticket details, for example, you can see that I have no custom fields. I can follow this link to configure the custom fields and it will navigate me to the administration panel, with the custom fields section at the top. Here, I can add new custom fields to my tickets, but I can also add custom fields to my tasks, projects, users, or customers.

To add a custom field, I will click ‘create custom field’ and give it a name. I then choose what type of custom field I’d like this to be. This can be text, number, date, cost, and choice. Let’s choose ‘choice’. So now I can determine on which types of items I want it to appear. On my tickets, on all items, on my tasks, features, projects, users, or customers. My default, because I’m in the tickets application, tickets will already be selected.

Now I can choose which projects I’d like it to appear on. I may want to create a custom field that goes across projects, which is the most common case. Or I may want to put a custom field on an individual project. If I select ‘all projects’ that means whenever I create a new ticket and it’s in ‘all projects’ I’ll have that custom property visible to me. However, if I’d created the custom field just in ‘sample project’, then that custom field would only appear on the tickets when they’re in ‘sample project’.

I make it visible.

And now because I chose “choice” custom field, I’m going to start creating the different options for my choice. Maybe I’d like the first one to be ‘yes’ and the other one to be ‘no’. And thirdly, I’d like it to be blank. I’d like the default to be blank. So now when I create this custom field, it shows up here as a new field. And now, if I go to my tickets application, show the details, you can see that I have a custom field called ‘new field’ and it’s blank by default, and I can choose ‘yes’ or ‘no’.

When I set these custom fields on my different tickets, it can show up in one of the columns. So now we can add a new field column to my grid. I can also add them on forms so that when I create a new ticket, the field can be completed at that time. I can even put them on my customer portal forms so that when my customers submit new tickets they can complete that field as well. I can also filter by tickets. So when I click here, I can choose to filter by that new custom property. Therefore I can get a view of only those where the answer is yes. When I apply, you can see there is only one result, because that’s what I completed.