Using Custom Fields

The custom fields feature in XSellco Help Desk is a handy way to annotate additional notes on any ticket. If you have specific information that would be helpful for agents to know about a customer, you can add these to your list of custom fields and attach them to the customer information section in any ticket. Anyone working on this ticket will then be able to respond even faster, with all the information they need to know about a customer right at their fingertips.

Create your Custom Field

1. In the Messages dashboard, go to Custom Fields in the left side menu

Creating custom fields

2. Select the Add Custom Field button in the top right corner.

3. Name your Custom Field, select the type of information you would like to include and click Create Custom Field.

4. In your ticket, go to the customer information section on the right, scroll down to Custom Fields > Add. Fill in the custom fields which you would like to appear for this customer and hit Save Changes.

Add custom field

Examples

Here are two examples of how to use different types of Custom Fields.

Example 1

In this example, I would like to note when a customer first engaged with our company. To do this I simply name my Custom Field, select Date as the type and click Create Custom Field.

Date custom field

When I go to the customer information section in any ticket, I can now make a permanent note of the date this customer first engaged with our company for everyone to see.

Date custom field

Custom field date first engaged

Example 2

In this example, I would like other agents to see immediately if they are dealing with an angry customer. To do this I name my Custom Field, select Yes/No as the type, and click Create Custom Field.

Angry customer custom fieldNow, whenever I have an angry customer I can easily note this so that the next agent is informed at a glance.

Angry customer add custom field

Angry customer custom field complete

There are lots of types of Custom Fields which allow you to enrich the customer information section in each ticket, so you can provide even faster responses in complete context.

Got questions about your Help Desk features? Get in touch with us at support@xsellco.com.