With custom fields, you can link additional information to a customer query

01 Creating a Custom Field

  • Select your avatar in the top right hand corner
  • Go to Settings  Smart Tools  Custom Fields

  • Click the ‘+ Add Customm field’ button in the top right corner
  • Enter the following fields:
    • Name
      The title of the field you create
    • Type
      The format you wish to enter your data in
    • Some Types require further information which will show depending on your selection
  • Click 'Save'
  • Once created, you can also change the sequence of the Custom Fields

02 Using a Custom Field

The Custom Field option will now be available inside the ticket on the right-hand side



  • Click the edit icon to input data

04 Delete

  • Go to Settings → Smart Tools → Custom Fields
  • Click the more options button on your chosen Custom Field → Delete
  • This will delete all data entered on tickets for this Custom Field

05 Reporting

  • eDesk Pro Pack only
  • Go to Dashboard → Mailbox → Enterprise Reports
  • Select the Channels, Custom Fields and date range 
  • Click Generate

A CSV file will become available containging ticket information of any tickets where data has been entered in the selected Custom Fields

See an example below