Custom fields are an advanced WordPress feature in FluentSupport that allows support agents to add extra information/fields to their ticket submission forms or other submission fields to organize the tickets more sophisticatedly.
Custom Fields in Fluent Support #
To learn how to use Custom Fields on your customer Support Portal in FluentSupport, follow the steps with screenshots below —
Go to Global Settings or Settings from the Fluent Support Dashboard, select Custom Fields, and click + Add New Filed.
![Add new Custom Fields from Global Settings in Fluent Support Dashboard](https://fluentsupport.com/wp-content/uploads/2024/06/Dashboard-Add-new-field-scaled.webp)
Choose the Field Type from the dropdown menu that suits your needs and click the Add button and a popup page will appear.
You will get the following Field Types from the Dropdown List –
- 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
![Choose Filed type from dropdown list](https://fluentsupport.com/wp-content/uploads/2024/06/Field-Type-Add-button-scaled.webp)
You will also get all your Integration related Field Types from the Dropdown List –
For example, as I’ve integrated WooCommerce with Fluent Support in this site, it is showing WooCommerce related two Field Type from where I can choose anyone according to the needs.
![Get all integration related Field types](https://fluentsupport.com/wp-content/uploads/2024/06/Integration-related-field-type-scaled.webp)
Now, configure all the additional fields according to your necessity and click the Add button.
You will get the following Fields on the Add New Custom Field popup page–
- 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.
- This is an agent only field: Use this to visible the Custom Field only to support agents.
- Required: Use this to make the Custom Field mandatory for users to submit their tickets.
- Enable Conditional Logic: Use this if you want any field to show only in specific situations based on specific conditions that you will set.
![All the additional fields inside the Add new custom field popup](https://fluentsupport.com/wp-content/uploads/2024/06/Add-new-custom-field-popup-Add-button-scaled.webp)
Here, you will get the following Options to set Conditions.
- 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.
- Existing Custom Fields: Any custom fields that you’ve created before.
![Options for setting conditional logics](https://fluentsupport.com/wp-content/uploads/2024/06/Set-conditions-options-scaled.webp)
For example, I set the condition as “Ticket Title that contains Forms word”. Now, when the users will open a Ticket that contains Forms word, only they will see this Username custom field in their Ticket Submission Form.
- You can set Multiple Conditions by clicking the Green Plus Icon or Delete any existing Conditions by clicking the Trash Icon.
- Also, you can customize the logical outcome by selecting whether to function if Match all conditions or Match any conditions.
![Can add multiple conditions & delete any conditions as per your needs](https://fluentsupport.com/wp-content/uploads/2024/06/Condition-plus-icon-trash-icon-condition-match--scaled.webp)
Once you’re done with all the configuration, click Add.
![Finally click Add button](https://fluentsupport.com/wp-content/uploads/2024/06/Finally-Add-Button-1-scaled.webp)
Here, you can see the Custom Field has been added to the Fluent Support Portal.
![Preview of Customer Support Portal](https://fluentsupport.com/wp-content/uploads/2024/06/Support-Portal-custom-field.webp)
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.