Custom Fields

Custom fields are an advanced WordPress feature, which lets you add extra information to forms or other submission fields. It’s one of the many sophisticated features in Fluent Support. This tutorial is on how to use Custom Fields in Fluent Support.

To configure custom fields on your support portal form, open Fluent Support’s Global Settings. Then select Custom Fields from the left sidebar and click Add New Field button in the top right corner of the page.

custom field fluent support

This brings up a pop-up box where you can select the Field Type for your custom field. To get started, you can divide Fluent Support’s custom fields in 2 broad categories.

First there’s the general fields which include a range of data types such as,

Single Line Text; Used for one liner entries
Multi Line Text; Used for descriptive information
Numeric Fields; Used for numerical inputs
Select Choice; Used for multiple fixed inputs as choices
Radio Choice; Used for radio button choices
Checkboxes; Used for multiple/single tick inputs

fluent support custom field options

Next you have fields specific to Integrations that you are using on your site. Here we have WooCommerce, LifterLMS, Learndash, BuddyBoss, Restrict Content Pro and WishList Members activated on our site.

integrations custom fields

For general fields, select one from the drop down menu, for this example we’ll select a single line text field. After selecting you’ll get a broader dialogue box to input details for the field. These include,

Public Labels; Used to name the field for general users in the Fluent Support interface.
Admin Labels; These are similar to Public labels but are only visible to Administrators.
Slug; Slugs can be used to call up custom fields in code.
Placeholder; This is default text that will appear as instruction until any input is entered in the field.

add new custom fields

Configuration process for integration specific fields is the same as general fields. However, the information is collected from the integrated plugin. 
For instance, custom fields for LMS plugins will display courses you have created on your site.

integration custom fields

Next you can select whether the field will be visible to only admins or customers with the tick box.

agent only fields

You can also apply condition logic to custom fields. Conditional logics work based on specific conditions that you can set. To enable tick the Enable conditional logics checkbox. This will expand the dialogue box showing conditions.

enable conditional logic in custom fields

You can set conditions based on,
Ticket Title; Content entered in the ticket title field
Ticket Content; Content entered in ticket body
Ticket Client Priority; Priority status set by Client i.e. Customer
Selected Product or Service; Product or Service as declared by the customer

conditional logic in custom fields

The basic use of Conditional logics is to apply constraints on which custom fields will be shown in your ticket submission form. For example if you want a field to show in specific situations and not always, you can do it by enabling conditional logic.

Condition operators are logical operations that will be carried out on the specified field. In the Match value field you have to enter the specific values/terms you want to check in your selected field. For instance, if we select Ticket content and use Contains operator, it will search the ticket content for the specified values given in Match values.

conditional logic in custom fields

You can customize the logical outcome by selecting whether to function if all conditions match opposed to any conditions match. It’s possible to set multiple conditions too by clicking the green plus (+) button in the conditions section.

custom fileds

Once you’re done with the configuration click Add and the field will be added to your support portal.

The custom fields data will be visible as shown below.

additional data in tickets