Custom Fields

Custom fields are an advanced WordPress feature that lets you add extra information to forms or other submission fields. It’s one of the many sophisticated features of Fluent Support.

This article 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 Fields
Custom Fields
  • 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 into 2 broad categories.
  • First, there are 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
fluent support custom field options
Field Type
  • 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
  • Next, you have fields specific to the Integrations you use on your site. Here we have WooCommerce, LifterLMS, Learndash, BuddyBoss, Restrict Content Pro, and WishList Members activated on our site.
integrations custom fields
Add New Custom Field
  • 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 the default text that will appear as instruction until any input is entered in the field.
add new custom fields
Add New Custom Field

  • Configuration process for integration-specific fields is the same as for 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
Custom Fields

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

agent only fields
Agent only Field

  • You can also apply conditional logic to custom fields. Conditional logic works 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
Conditional Logic

  • You can set conditions based on the –
  • Ticket Title: Content entered in the ticket title field
  • Ticket Content: Content entered in the 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 logic 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 in the specified field. In the Match value field, you must 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
Match Value

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

  • Once you’re done with the configuration, click Add, and the field will be added to your support portal.
  • The custom field data will be visible as shown below.
additional data in tickets
Additional Data