Custom fields allow you to leave extra notes about your customers so that your agents have detailed information and complete customer context before they begin communicating with them.
Custom fields help your agents understand the full picture quickly so they can respond faster to your customers.
4. Name your Custom Field, and select the type of information you would like to incorporate into the custom field.
5. To use custom fields open a ticket and go to the customer information section on the right hand side.
6. Scroll down to Custom Field and click ‘Add’. Select the custom fields you wish to appear in this customer’s information section.
Here are examples of how to use Custom Fields:
In this example I would like to know when the customer first contacted our company. To create this custom field I must give it a title and select the type of information associated with it, in this case date.
In this example, I want our agents to see whether or not they are dealing with a difficult customer. To create this custom field I give it a title and select the type of information, in this case Yes/No.
Got some questions about Custom Fields in ReplyManager? We’ll be happy to help. Get in touch with us at firstname.lastname@example.org.