Question 1

What are custom fields in Deskhero?

Accepted Answer

Custom fields are extra data fields you define for your workspace, described in Configurations as "Manage fields used across the system". They appear alongside Deskhero's built-in system fields, can hold values on tickets, and can optionally be made available on your public forms. You manage them under Configurations > Custom fields, in the Workspace settings section.

Question 2

How do I create a custom field?

Accepted Answer

1) Go to Configurations > Custom fields. 2) Click "Create Field" (requires Owner or Admin role). 3) Pick a field category in the sidebar: Text, Number, Date, Selection, File Upload, or On/Off. 4) Enter a "Field name" and configure the type-specific options. 5) Click "Create field". A note in the dialog reminds you: "To switch field type use side bar".

Question 3

What custom field types are available in Deskhero?

Accepted Answer

There are six field categories: Text, Number, Date, Selection, File Upload, and On/Off. Text fields can be "Single Line", "E-mail Address", "Multi Line", or "Phone"; Number fields can be "Decimals" or "No Decimals"; Date fields can be "Date and Time" or "Date Only"; Selection fields can be single-choice (Pick One) or multi-choice (Pick Many).

Question 4

What text field types can I choose when creating a custom text field?

Accepted Answer

When creating a Text custom field you choose one of four types: "Single Line" for short text, "E-mail Address" for email values, "Multi Line" for longer text, and "Phone" for phone numbers.

Question 5

Can I set minimum and maximum values on a number custom field?

Accepted Answer

Yes. A Number field can be "Decimals" or "No Decimals", and you can set optional "Min" and "Max" values. If the minimum is not lower than the maximum, you get the error "Min value must be less than max value". On public forms, number fields only accept numeric input within those limits.

Question 6

Can I limit which dates can be picked in a date custom field?

Accepted Answer

Yes. When creating a Date field you choose "Date and Time" or "Date Only", and in the advanced settings you can set an optional "Date range" that limits selectable dates. A "Clear" link removes the range.

Question 7

How do I create a dropdown (selection) custom field?

Accepted Answer

1) Go to Configurations > Custom fields and click "Create Field". 2) Choose the Selection category. 3) Enter a "Field name". 4) Add your choices under "Options": either type them one by one ("Use basic options") or pick "Use list as options" to pull the options from a Deskhero list and one of its text fields. 5) Turn on "Allow multiple selection" if people should be able to pick more than one option. 6) Click "Create field". At least one option is required.

Question 8

Can I reorder the options of a selection custom field?

Accepted Answer

Yes, when the selection field uses basic options you can drag and drop each option into the order you want while creating or editing the field. Options can also be removed with the close icon next to each one.

Question 9

What is the "Unique key" on a custom field?

Accepted Answer

Every custom field has a "Unique key", a technical identifier shown in the field's advanced settings. It is generated automatically from the field name as you type, but you can adjust it before saving; it is required and must be unique. The same concept exists for forms, where the unique key doubles as the form's Custom URL.

Question 10

What does "Allow in external forms" mean on a custom field?

Accepted Answer

"Allow in external forms" is a switch in a custom field's advanced settings. Turn it on if the field should be usable on your public (external) forms, the ones customers fill in on your website. It is available for every field category: Text, Number, Date, Selection, File Upload, and On/Off.

Question 11

How do I edit a custom field?

Accepted Answer

1) Go to Configurations > Custom fields. 2) Hover over the field row and click the pencil (edit) button. It appears only for fields you created, and only if you are an Owner or Admin. 3) Change the name, type options, or advanced settings. 4) Click "Edit field" to save. The edit dialog opens in the field's existing category; you cannot move a field to a different category (for example from Text to Number).

Question 12

Who can see and manage the Custom fields page?

Accepted Answer

Anyone can open Configurations > Custom fields and view the list, but creating, editing, and favoriting fields requires the Owner or Admin role. For other users the "Create Field" button is disabled with the tooltip "Not enough rights to do that".

Question 13

Where do custom field values show up?

Accepted Answer

Custom field values are stored on tickets and shown on the ticket page together with the standard ticket fields. If a field has "Allow in external forms" enabled, it can also be added to a public form so customers fill it in when they submit a request, and the submitted value lands on the resulting ticket.

Custom fields

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