Capture Data that Matters to You with Custom Fields

Posted

Process customer support tickets more efficiently and collect more actionable data on customer queries with new custom fields in Teamwork Desk!

Custom fields bring your team one step closer to a first-contact resolution, making for an enhanced customer experience and improved employee performance. 

How custom fields work

When submitting a request through the Teamwork Desk embeddable contact form, customer portal, or support site, the ticket forms generally consist of standard required information such as Name, Email Address, Description, Priority, etc.

Here’s where custom fields come in! Using this new feature, you can add new fields to collect customer information unique to your business requirements.

Here’s a list of the different types of fields which can be added:

  • Text
  • Multi-line text
  • Dropdown
  • Numbers
  • Checkbox
  • Date

Check out this video for a full rundown of how custom fields work.

Take a look at this article on custom fields from our Help Docs site to help you get started.

Custom-ticket-fields

Give custom fields a try

Custom fields can greatly enhance the support you offer your clients. Making your customer-facing teams more efficient ultimately makes your team and your customers even happier.

Custom fields are available to users on the Pro and Enterprise plans, so start putting them to work today!

If you’re using custom fields, we would love to hear your feedback. Just leave us a comment below.

As always, if you need help getting set up, our friendly customer support team are available to give you a hand. 

28 Comments

Andy Lee

hello, can i create a custom field and then report on that? For my custom field, I would like to see # of tickets, avg first response time, avg resolution time total amount of time spent on those tickets.

Reply
Emma Ross

Hi Andy,

Thanks for reading our blog on custom fields!

We are currently working on the reporting for custom fields, this should be ready in the near future!

As for our general reporting, please keep an eye on our roadmap for further advancements: https://www.teamworkdesk.com/roadmap

Thanks,
Emma

Reply
Obliterator

Nice! We’ve been waiting for this feature for a while now 🙂

Great that the custom fields appear on the new ticket page for our agents – just what we need.

I think an option to ‘feature’ specific custom fields below the reply/note body section would also be helpful – to increase their visibility to our agents and encourage completion.

I presume the field values are included in search results. It would also be useful to filter reports based on the custom field values.

Finally, have you thought about enabling other existing fields to be set as required (e.g. customer phone number)? Currently if you add a new ticket with ‘Phone’ as the source it doesn’t prompt for the customers phone number which is a bit of an oversight. We might now add a custom field for phone number to work around this.

Reply
Emma Ross

Hi there,

Really glad to hear you like the feature – we’re very proud of it 🙂

In relation to filtering reports based on custom field values, improved reporting is something that we are currently working on and will be releasing a little further down the line. Keep an eye on our roadmap for further updates https://www.teamworkdesk.com/roadmap.

I will send your feedback you provided to the product team, this is really valuable information for us 🙂

Emma

Reply
Justin Templemore-Finlayson

Hi there,

In the embeddable widget, could I insert strings from the enclosing web site into the widget’s fields, to autopopulate some value? For example, my enclosing site has variables with the user’s name, it would be great if those could be inserted into the form automatically.

Justin

Reply
Emma Ross

Hi Justin,

Thanks for getting in touch! The embeddable widget doesn’t currently support auto-populating values. I will pass your feedback onto the product team for consideration, we value your input 🙂

Emma

Reply
Crystal

Thank you for adding this feature to Desk. Is there a way to use custom fields so customers can select a priority via a website form?

I’ve set up a custom form and had to put the priority in the subject line.
Thanks!

Reply
Emma Ross

Hi Crystal,

Thanks for getting in touch! One possibility is you could add a custom field for priority, maybe a dropdown which lists different levels of priority. I’ve passed your feedback onto our product team 🙂

Emma

Reply
Emma Ross

Hi Ryan,

Thanks for reading the blog! We’d love to hear more about how you’d like to use custom fields within Teamwork Projects. Can you please send more detail about the areas you’d like to see this feature in Teamwork Projects and how it would improve your workflow to support@teamwork.com.

Emma

Reply
Marc Vanderstraeten

I have a great idea (use case) on that: as O365 users, we use OneNote and believe it could be VERY useful to log about anything regarding a task or incident (while you are helping and trying to get the task done) to do that in OneNote. So, the idea is to also have link type supported as custom field, or have rich text support in existing text/multiline text fields. Another idea is to do it with webhooks, but I don’t really know where to start there…

Reply
Emma Ross

Hi Marc,

Thank you for providing your use case on custom fields in Teamwork Projects. I’ll pass this information on to our product team.

Emma

Reply
Emma Ross

Hi Mark,

Triggers are not currently supported with custom fields, however we would love to hear more about the type of triggers you would like to create. Can you please send this info to desk@teamwork.com and we will be sure to log it with the product team.

Thanks,
Emma

Reply
Rohit

HI,
Custom fields is a great feature but unfortunately I do not see the custom field availability in Canned Response creation or in Triggers. So, ultimately it merely more info storage per ticket. Also, is there any plans of creating custom field for Customer Object?
Thanks

Reply
Emma Ross

Hi Rohit,

Thanks for reading our blog! We’ll be reviewing all the feedback shortly and discuss the next stage of development for this feature. We’d love more detail about how you’d like to see custom fields further developed to suit your workflow. Can you please email more info to desk@teamwork.com to ensure we have enough detail on your request 🙂

Emma

Reply
Maggie

Hi,
Thanks for this feature. But we are still waiting for a translated german version of the customer portal. Any chance for that?

Thanks,
maggie

Reply
Emma Ross

Hi Maggie,

Glad you like the feature! You can translate your customer portal to German by following these steps:
1. Go to “Settings in the top right of your Desk screen
2. Navigate to “Customer Portal”
3. If this feature is not yet enabled, click “enable”
4. Directly beneath the “enable” button there is a dropdown “language” menu. You can select German from this list and click “save”

I hope this helps 🙂

Emma

Reply
Gordon SMith

I agree with Ryan that we are waiting for custom fields in Teamwork Projects.

Our use case is that for each project we have a number of hours available per month. We can track the time on each project fine, but we’ve had to build a system using the API to report on how many hours we have tracked vs the time available for each project which stores the project times in a separate database, and join the two together.

We need a custom field in the project object which can store an integer for the number of hours (or minutes) available for the project.

Reply
Emma Ross

Hi Gordon,

Thanks for getting in touch and providing the use case, this is really helpful for us to process the feature request.

I will pass your request on to our product team for consideration.

Emma

Reply
Andrea Boyd

I totally agree with this and we have had to use the same workarounds. I would add to this that the resourcing side of teamwork could benefit from the same thing. So either at an employee level or at a resource added to a project level as there is no where to record if people only work 4 days or 16
Hours etc. Using custom fields at these levels as well as at project level would start to let us manage resources properly although it wouldn’t account for the lack of integration between calendar for holidays and the reporting of time and available resource completely.

Reply
Emma Ross

Hi Andrea,

Thanks for your feedback, it really helps when you provide a use case 🙂
I have passed this on to our product team for consideration.

Emma

Reply
Emma Ross

Hi Lacy,

Yes, custom fields are available to use through the API. I emailed you the documentation to help you get set up!

Thanks,
Emma

Reply

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