The ticket form in Freshdesk can be customized with different fields based on the type of your business or your support process. By default, it includes a bunch of fields like Requestor, Subject and Description. Additionally, you can add custom fields to the form to collect specific bits of information from your customers.


What are the default fields in Freshdesk?

Every Freshdesk account comes with a set of default fields that are important to the functioning of your helpdesk. These fields are a part of every ticket in your helpdesk, and will be used by your agents extensively as they try to resolve issues. For this purpose, default fields cannot be removed from your ticket form. However, you can control the way they are visible to your customers in your support portal, and in your feedback widget (you can learn more about this when we talk about field properties below)


Default Fields

Description

Requestor

A new account will be created in your Freshdesk portal when a new user creates a ticket. It is a mandatory field for both your agents as well as customers when they submit a ticket.

Subject

Ticket subject or reference helps you get quick context. A proper subject line will help you set up intuitive automations.

Type

Helps categorize the ticket according to the different kinds of issues your support team deals with.

Status

Shows the current status of the ticket.

Priority

Shows whether the ticket is an Urgent, High, Medium or Low Priority ticket.

Group

Agent group that the ticket is assigned to.

Agent

Agent who is currently assigned and working on the ticket.

Description

Detailed description of the ticket.


The most important item from this list is the Status field, which is used to manage the lifecycle of the ticket in your helpdesk. It can be further customized to include custom ticket statuses based on your workflow and take advantage of SLA timers


What are the different types of ticket fields?

Freshdesk has different kinds of ticket fields that lets you capture various types and levels of information. For example, you could use single line text fields to collect one line information like the name of the company, and you could add drop down fields to give your customers a list of options to choose from.



Custom Field Type

What it can be used for

Single line text

Customer name, company name

Number

Order ID, Phone number, etc.

Paragraph Text

Additional description or notes

Checkbox

Subscriptions purchased by customer

Drop down

Country, state and product purchased

Dependent Fields

Product - Problem category - Issue


One of the most important field types you can use in Freshdesk is the Dependent field, which lets you create a three-level hierarchy that is dependent on the user's choice in the previous level.


Managing field properties in Freshdesk

In addition to adding new fields and rearranging them, Freshdesk also lets you drill down and define the properties of each and every field in your ticket form. This can be used to control what your agents and your customers see in the ticket form, and manage your workflows better in your helpdesk.


Here are a bunch of things you can do with your fields.


For Agents:

Behavior

What it means

Field label

Display name of the field shown to your agents

Required when submitting the form

Forces agents to fill the field before submitting the form

Required when closing the ticket

Forces agents to fill the field before closing the ticket


For Customers:

Behavior

What it means

Field label

Display name of the field shown to your customers

Displayed to customer

Whether the field would be visible or not to the customer (not editable)

Customer can edit

Whether the customer would be able to edit the field

Required when submitting the form

Forces the customer to fill the field before submitting the form


Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary to them.


Dependent Fields

A dependent field is a special type of field in Freshdesk that lets you add a hierarchical dropdown to your ticket form. It gives you an easy way to create deeper ticket categories and identify the biggest types of issues that come into your helpdesk.

Dependent fields use a three-level hierarchy: Category Subcategory Item, and each of these levels is represented by a drop down box for your customers. 

The way it works is, when a customer chooses a category at the first level, a new drop down appears with a corresponding set of sub-categories. And when they choose a sub-category, they are shown a list of items in the third level based on their choice.

With the right kind of dependent fields you can nest each ticket into a specific category, sub category and item without making your customers fill out a lot of information. That way, at the end of the month, you get to see which categories bring up a majority of tickets, and what specific items within are causing them. For example, in an IT Helpdesk, Dependent Fields let you organize support queries into first-level categories like Hardware, Software and Network. 

You could then have sub-categories under Hardware like Desktops, Laptops and Printers, and finally have the individual workstations as items under Desktops.


Quick guide to adding dependent fields in your ticket form:

  • Login to Freshdesk as an administrator.

  • Go to Admin > Ticket Fields to start customizing the Ticket Form.

  • Drag the custom field type called Dependent Fields from the top, onto the ticket form.

  • In the Field Properties light box choose the visibility and editing permissions for Agents and for Customers.

  • Create the Label names for the 3 levels of hierarchy in your dependent field. For example, you could call it Category>>Sub Category>>Item or Problem>>Asset>>Type etc.

  • Click Edit under the Dropdown items to start editing the field values.

  • Type the values for each level of hierarchy. Start the value with one tabbed space for the second level hierarchy, and with two tabbed spaces for the third level.

  • Click on Done when you have finished editing.

  • Click Save to save the new field.

Tip: If you have a big list of dependent fields you can organize them with the tabbed hierarchies in any text editor, copy them and then paste them into the dependent fields editor and they'll be converted into drop down boxes automatically.