Aside from core information like subject, status and User, Deskpro can store extra  Fields which give you more information about a Ticket.

You can view them in the  Ticket Properties tab and edit them by clicking on any field in your Ticket properties box, edit it and press Save to make a change.

The optional Language field records what language the Ticket is in.

Your Admins can add Ticket fields to track extra information about Tickets. They have a wide variety of configuration options. The fields you see can vary by the Department of the Ticket you’re creating.

These fields will have a name chosen by your Admins. Fields can either be visible to Users (for example on the Help Center), or for Agents only.

The kind of input a Ticket field can take varies:

• Text - A simple one-line text box.

• Multi-line Text - A multi-line text box that can be used for longer entries like descriptions or notes.

• Choice - A set of predefined options presented as a drop-down select menu, radio buttons or checkboxes.

• Toggle (on/off) - A single checkbox that you can check or uncheck.

• Date - Lets you select a date using a calendar widget.

• Display - This is a field you can’t edit, that is used for displaying information to the User.

• Hidden - This stores information from the User’s browser; the User won’t see it on the Help Center, but the information stored can be viewed and edited by Agents.

• URL - Allows you to enter any url links.

• Currency - You can define and enter monetry values that are relevant to the Ticket.

• File - This field lets you attach any file.

Field Validation

When you’re creating or editing a Ticket, you may find that selecting or entering a value for some fields is compulsory. This is determined by validation options set by your Admins. In this example, the Type of Product field is compulsory:

Your Admins can set it up so that some fields are compulsory for Agents, but not Users.