Field type: text

An additional field like "Text" is a simple and universal way to add information to a ticket. You can add any static information on request (for example: order number or contract).
1. Go to "Settings" - "Custom fields" and click "Create." Select the field type "Text."

2. Fill in the fields in the setup card:

  • Title of the field - the name of the area that will be displayed in Usedesk: on the ticket, in reports, in the list of fields, etc.;
  • Mask - a formula that specifies the information format to be entered: helps the user record accurate data. If you do not specify a mask, the text input in the field will be unlimited.


To set the input mask, you need to enter a simple formula that specifies the number and order of numbers, letters, and special characters.

Variables that you can use when creating a formula:

  • 9 - any number;
  • a - any lowercase letter;
  • A - any uppercase letter;
  • * - numbers, and the letters in between;
  • {} - before the brackets, set the character type (9/a/A/*) and write the number of symbols inside the frames. If, in your case, the number of symbols changes insignificantly from time to time, write down all variants through commas inside the curly brackets. For example, your promotional codes consist of 6 or 7 capital letters, which means that the formula for it will be: A{6,7};
  • -,/( - any punctuation marks, symbols. Suppose you add punctuation marks, special characters, or other numbers and letters other than variables to a formula. In that case, they will automatically appear in the ready field when the user enters data.

Examples of filled masks:

  • The bonus card number consists of 13 digits. Mask: 9{13};
  • CRM order number, alphabetic, in x-xxx-xxx or x-xxx-xxxx format. Mask: a-a{2}-a{3,4};
  • Commodity receipt number consisting of 3 capital letters, 2 digits, 1 letter, 18 digits (for example, ATR17Y0000000000010592). Mask: A{3}9{2}A9{18};
  • Ticket number, consisting of 8 letters and numbers in random order. Mask: *{8}.

Once you have filled in the heading and the mask (optional), you will only need to configure the custom fields' general parameters (item 3, item 4).

3. Mark the field property:

  • Required field. If the user tries to reply to the client without filling in the area, the program will prompt that the field must be filled first;
  • Add a tag. The ticket is automatically assigned a tag corresponding to the value of the custom field. Then new triggers can be created based on a tag, or tags can be used to record statistics by categories of requests;
  • Add a filter. On the main page, you can filter the list of tickets by the value of the custom field to see only tickets with a certain category;
  • Hidden. This field is not displayed in the interface for employees; it can be a technical field for communication Usedesk with other programs;
  • Not editable. The value in this field is automatically passed through the API. To prevent an employee from changing it and making a mistake, the field is locked for editing in the interface. You can only see its values;
  • Add to the ticket interface. This setting allows you to display some fields prominently inside the ticket to save time and keep them private with the ability to fill in.

    Note! If you save the field right now without editing the lower settings, it will be displayed in all tickets in your account by default. If a custom field is required for specific situations, set the conditions under which it will be displayed in the ticket (item 4).

    4. Activate the field under certain conditions:

    • And conditions - each of the selected conditions must be met for the field to be displayed in the ticket;
    • Or conditions - at least one of the chosen conditions must be met.

This part of the configuration allows for more flexibility in configuring the system for each department or type of ticket, in some cases leaving the ticket page "clean" from unnecessary fields.

Read about how to work with custom fields in Usedesk here.

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