Add custom fields to helpdesk tickets in GoTo Admin

As an admin, you can add custom fields to helpdesk services to let your agents save additional information when they create helpdesk tickets.

Sign in at https://admin.goto.com.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to add custom fields.
On the Custom fields tab, click Add custom field.
You can add any number of custom fields.
Name your custom field and select its type:
- Free text - Agents can save any information in text format for up to 255 characters.
- List - A comma-separated list of values, where the agent can select a single list item.
- Checkbox - A list of options that agents can toggle. Think of checkboxes as Yes/No questions.
- Date - Agents can add a date in mm/dd/yyyy format.
- Free text (with formatting): Agents can use basic text formatting options, such as bold, italics, or underlined to improve the representation of information. Text formatting is only available in the Console even if the field is also visible in the Customer Portal.
- Mutli-select list - A comma-separated list of values, where the agent can select multiple items.
Save your new field.
Result: Agents can use the new custom field instantly.

Change the visibility of ticket details in the Customer Portal

By default, all custom fields are hidden from end-users in the Customer Portal. However, you can change the visibility of these fields in GoTo Admin.

Sign in at https://admin.goto.com.
Go to Settings > Helpdesk.
On the Helpdesk services tab, select a service where you want to display fields for end-users.
On the Custom fields tab, change the visibility of the fields as necessary.

Note: You can only change the visibility of the Category, Priority, Due Date, and custom fields.
- Choose Visible to end-user to display a field in the Customer Portal.
- Choose Required to make it mandatory to fill in the field.

Results: Changes are applied instantly.

When an end-user creates a ticket from an email, mandatory fields are not filled in automatically. An agent must add those details when updating the ticket for the first time in the Console.

Frequently Asked Questions

What happens to data in custom fields when an agent transfers a ticket?: Custom fields are cleared when you transfer a ticket to another helpdesk service, even if the target helpdesk service has the same custom field available.
Are custom fields visible to end-users?: You can make the Category, Priority, Due Date, and all custom fields visible in the Custom Portal so that when an end-user creates a new helpdesk ticket, these fields are displayed.
Can I use the same custom fields in multiple helpdesk services?: A custom field is created for one helpdesk service only. You can use the same field in multiple helpdesk services, but you have to create the same custom field for each service separately.
Can an admin create the same custom field in multiple helpdesk services?: Yes. However, when a ticket is transferred to another service, the content of custom fields is always cleared.
What if a ticket has a custom field and an admin deletes that field in GoTo Admin?: Deleted custom fields become hidden in helpdesk tickets, but are not deleted from the actual tickets. When an admin restores a deleted custom field, their content will be visible again.
Can an admin undo the deletion of a custom field?: Yes, admins can restore deleted custom fields in GoTo Admin by clicking Restore deleted fields in the top right.

Article last updated: 30 August, 2024

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