You can add custom User and Organization fields to the Ticket submission forms on the Help Center or embedded on your website.

When a User submits a value for a User or Organization field, it is added to their User or Organization profile in the Agent interface, not to the Ticket.

This is useful to collect User and Organization specific information which will help you solve Tickets and store it in the CRM for future use.

For example, suppose your Agents often need to know a User’s account number with your Organization to solve their Ticket. You could add a compulsory ‘account number’ field to your Ticket form to ensure each User submits it.

If there is already a value for a User field, the User will see it prefilled on the form, meaning they don’t have to enter it again. They can edit the value if it is wrong or has changed and it will be updated on their User profile.

Here’s how to add a User field to a Ticket form, using the example of an account number.

1. Go to CRM > Fields > User Fields and click the + New button to create a new field.

2. Select the type of input the field will take. For an account number, we'd likely use the number type field (or you could use the single-line text field if you wanted to include other characters as well).

1. Enter the settings for the field. The Title and Description will be shown on the Ticket form, so make sure they are phrased in a way that the User will understand.

1. Now we have to edit the Ticket forms. Go to Ticket Structure > Departments and select the department you want to add the field to, then navigate to the form tab.

1. Click the + Field field button and select the field you've just created. You can then drag and drop the field to the desired position on the form (fields will show on the Agent and User forms in the order they are placed in this section).

1. Once saved, Users will be able to update the CRM field directly from the Ticket form.