Custom Fields – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Mon, 27 Jul 2026 04:54:21 +0000 en-US hourly 1 https://wordpress.org/?v=7.0.1 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Custom Fields – SupportCandy https://supportcandy.net 32 32 Ticket form fields https://supportcandy.net/docs/ticket-form-fields/ Tue, 21 Jun 2022 15:12:06 +0000 https://supportcandy.net/?post_type=docs&p=279897
Overview

Ticket Form Fields determine which fields are displayed on the New Ticket form. You can arrange the form to collect the information your support team needs from customers when they submit a ticket.

This section allows you to add and configure existing Ticket Fields and Customer Fields. To create a new custom field, you must first create it in Ticket Fields.

Important: The Name and Email fields are mandatory and cannot be removed from the ticket form.

Where to Find
Go to: Support → Custom Fields → Ticket Form Fields
To create a new custom field, go to: Support → Custom Fields → Ticket Fields
How It Works

The Ticket Form is built using existing fields from Ticket Fields and Customer Fields. When you add a field to the form, you can configure its display order, width, whether it is required, and when it should be displayed.

This allows you to create a ticket form that collects only the information relevant to your support process.

Step-by-Step Guide
Add a Ticket Form Field
  • Go to Support → Custom Fields → Ticket Form Fields.
  • Click Add New.
  • Select a field from the available Ticket Fields or Customer Fields.
  • Configure the field settings.
  • Click Save.

The selected field will now appear on the ticket form.

Options / Settings
  • Select Field: Choose an existing field from Ticket Fields or Customer Fields to add to the ticket form.
  • Is Required: Determines whether the field must be completed before the customer can submit the ticket.
    • Yes – The field is mandatory.
    • No – The field is optional.
  • Width: Controls how much horizontal space the field occupies on the ticket form.
    • 1/3 Width: Displays the field using one-third of the available row.
    • Half Width: Displays the field using half of the available row. If there is not enough space, the field moves to the next row.
    • Full Width: Displays the field across the entire row. If necessary, the field moves to a new row.
  • Load After: Determines the position of the field within the ticket form by placing it after another field.
  • Visibility Conditions: Controls when the field is displayed based on one or more conditions.
    • The field remains hidden until the configured condition is met.
    • You can combine multiple conditions using the following operators:
      • AND – All conditions must be true.
      • OR – At least one condition must be true.
Example
Suppose you have created a custom Order Number field.
  1. Add the field to the Ticket Form.
  2. Mark it as Required.
  3. Set its width to Half Width.
  4. Configure a visibility condition so it appears only when the ticket category is Orders.
Customers will only see the Order Number field when creating an order-related ticket.
Notes / Tips
  • The Name and Email fields cannot be removed from the ticket form.
  • You cannot create new custom fields from this page.
  • Create custom fields first in SupportCandy → Custom Fields → Ticket Fields, then add them to the Ticket Form.
  • Use Visibility Conditions to keep the ticket form clean by displaying fields only when they are needed.
]]> Ticket fields https://supportcandy.net/docs/ticket-fields/ Tue, 21 Jun 2022 15:12:49 +0000 https://supportcandy.net/?post_type=docs&p=279899
Overview

Ticket Fields store information related to a support ticket. SupportCandy includes several default ticket fields, and you can create additional custom fields to collect information specific to your support process.

Once added to the Ticket Form, these fields are displayed when customers create a ticket. They are also available in the Ticket Fields widget within the ticket details. After a ticket is created, only agents with the Change Ticket Fields permission can edit these fields.

Where to Find

Go to: Support → Custom Fields → Ticket Fields

How It Works

Ticket Fields define the information stored for each support ticket. After creating a ticket field, you can add it to the Ticket Form so customers can provide the required information while submitting a ticket.

Each field type provides different configuration options, allowing you to customize its appearance, default values, validation, and display throughout SupportCandy.

Step-by-Step Guide
Create a Ticket Field
  • Go to Support → Custom Fields → Ticket Fields.
  • Click Add New.
  • Select the field type you want to create.
  • Configure the available field settings.
  • Click Submit.
Add the newly created field to the ticket form from Support → Custom Fields → Ticket Form Fields.
Options / Settings
  • Label: Specifies the display name of the field shown on the ticket form and within the ticket details.
  • Load After: Determines the position of the field by placing it after another field in the ticket form.
  • Extra Info: Displays additional instructions or helpful information below the field on the ticket form.
  • Default Value: Sets a default value that is automatically assigned if the field is left empty when the ticket is created.
  • Auto-fill in Ticket Form: Automatically fills the field with the configured default value when the New Ticket form is displayed.
  • Character Limit: Sets the maximum number of characters that users can enter in the field.
  • Placeholder: Displays placeholder text inside the field before the user enters a value.
  • Ticket List Width: Specifies the width (in pixels) of the field’s column when displayed in the ticket list.
  • Date Display As: Determines how date values are displayed. Available options include:
    • Date – Displays the actual date.
    • Relative Time – Displays the difference from the current date (for example, 2 days ago).
  • Date Format: Specifies the format used to display dates. If left empty, SupportCandy uses the default date format configured in General Settings.
  • Has Personal Info: Indicates whether the field stores personal information.
  • When enabled, the field is included in personal data exports to help comply with privacy regulations such as GDPR.
  • Field Options: Allows you to define the available options for supported field types, such as dropdowns, radio buttons, and checkboxes.
Example
Suppose your support team requires customers to provide an Order Number when reporting order-related issues.
  1. Create a new Order Number ticket field.
  2. Set the label to Order Number.
  3. Add helpful instructions using Extra Info.
  4. Limit the field to 20 characters.
  5. Add the field to the Ticket Form.
Customers will now be asked to enter their order number when submitting a support ticket.
Notes / Tips
  • Ticket Fields store information related to the support ticket itself.
  • Creating a Ticket Field does not automatically add it to the ticket form.
  • After creating a field, add it to SupportCandy → Custom Fields → Ticket Form Fields.
  • Only agents with the Change Ticket Fields permission can edit ticket fields after a ticket has been created.
  • Enable Has Personal Info for fields that store personal customer information to support GDPR compliance.
]]> Custom field types https://supportcandy.net/docs/custom-field-types/ Wed, 27 Jul 2022 01:59:51 +0000 https://supportcandy.net/?post_type=docs&p=286074
Overview

SupportCandy provides a variety of custom field types to help you collect the information required for your support process. Each field type is designed for a specific type of input, such as text, numbers, dates, file uploads, or data from supported integrations.

Choose the field type that best matches the information you want customers or agents to provide.

Where to Find

Go to: SupportCandy → Custom Fields → Ticket Fields

How It Works

When creating a custom field, you must select a Field Type. The selected field type determines how users enter information and what configuration options are available.

Some field types are designed for general data collection, while others integrate with supported plugins such as WooCommerce, Easy Digital Downloads (EDD), and Learning Management Systems (LMS).

Step-by-Step Guide

Create a Custom Field

  1. Go to SupportCandy → Custom Fields → Ticket Fields.
  2. Click Add New.
  3. Select the required Field Type.
  4. Configure the field settings.
  5. Click Save.
  6. Add the field to the ticket form from SupportCandy → Custom Fields → Ticket Form Fields if required.
Available Field Types
Field Type Description
Text Field Allows users to enter a single line of text, such as a name or title.
Dropdown (Single Select) Displays a list of options where users can select one option.
Dropdown (Multi Select) Displays a list of options where users can select multiple options.
Radio Button Displays multiple options but allows users to select only one.
Checkbox Allows users to select one or more options using checkboxes.
Text Area Allows users to enter multiple lines of text, ideal for detailed information.
Date Allows users to select a date from a calendar.
Date & Time Allows users to select both a date and a time.
Number Accepts numeric values, including integers and decimal numbers.
Email Address Accepts and validates email addresses.
URL Accepts valid website URLs.
Time Allows users to enter or select a specific time.
HTML Displays custom HTML content, such as instructions or additional information.
File Attachment (Single) Allows users to upload one file.
File Attachment (Multiple) Allows users to upload multiple files.
Woo Product Displays products from your WooCommerce store.
Woo Order Displays WooCommerce orders for the current user.
Woo Subscription Displays WooCommerce subscriptions for the current user.
EDD Order Displays Easy Digital Downloads orders for the current user.
EDD Product Displays products from your Easy Digital Downloads store.
LMS User Courses Displays the courses purchased or enrolled in by the current user.
LMS Courses Displays all courses available in your Learning Management System.
Example

Suppose you want customers to attach screenshots when reporting an issue.

  1. Create a new custom field.
  2. Select File Attachment (Multiple) as the field type.
  3. Add the field to the Ticket Form.

Customers can now upload multiple screenshots or documents when submitting a ticket.

Notes / Tips
  • Select the field type based on the information you want to collect.
  • Integration field types, such as WooCommerce, EDD, and LMS, require the corresponding plugin to be installed and configured.
  • After creating a custom field, add it to the Ticket Form to make it available to customers.
  • Some field types provide additional configuration options depending on the selected field type.
]]> Agent only fields https://supportcandy.net/docs/agent-only-fields/ Tue, 21 Jun 2022 15:13:22 +0000 https://supportcandy.net/?post_type=docs&p=279901
Overview

Agent Only Fields are similar to Ticket Fields but are designed exclusively for internal use by support agents. These fields are not visible to customers and are typically used to store internal notes, classifications, or sensitive information related to a ticket.

Where to Find

Go to: SupportCandy → Custom Fields → Agent Only Fields

How It Works
  • Functionally, Agent Only Fields behave the same as Ticket Fields
  • The key difference is visibility:
    • Agents can view and update these fields
    • Customers cannot see them

These fields are useful for storing internal data that should not be exposed to customers.

Manage Agent Only Fields

You can create and manage agent-only fields just like ticket fields.

Steps to Add or Edit
  1. Go to SupportCandy → Custom Fields → Agent Only Fields
  2. Click Add New to create a new field or Edit to modify an existing one
  3. Configure:
    • Field Label
    • Load after
    • Field Type and settings
  4. Click Save
Update Agent Only Fields in Tickets

Agents can update these fields directly from the ticket interface.

Requirement
  • The agent must have the capability:
    Change agent only fields
How to Update
  1. Open a ticket
  2. Locate the Agent Only Fields widget
  3. Update the required values
  4. Save changes

Example

Suppose your team wants to track internal ticket priority:

  1. Create an Agent Only Field named Internal Priority
  2. Agents update this field while handling tickets
  3. Customers will not see this field unless it is added to their ticket list view

Notes / Tips
  • Use Agent Only Fields for internal tracking such as:
    • Internal notes
    • Agent remarks
    • Internal categorization
  • Restrict access using agent capabilities for better control
  • Avoid exposing sensitive fields in customer ticket lists unless necessary
  • Keep naming clear so agents can quickly understand field purpose

]]> Customer fields https://supportcandy.net/docs/customer-fields/ Tue, 21 Jun 2022 15:13:54 +0000 https://supportcandy.net/?post_type=docs&p=279903
Overview

Customer Fields are used to store and manage information related to customers. These fields help you collect additional details beyond the default information, making customer data more structured and useful.

Where to Find

Go to: SupportCandy → Custom Fields → Customer Fields

Add and Manage Customer Fields

You can create and manage customer fields as per your requirements.

Steps to Add or Edit
    1. Go to SupportCandy → Custom Fields → Customer Fields
    2. Click Add New to create a new field or Edit to modify an existing one
    3. Configure:
      • Field label
      • Load after
      • Field type and settings
    4. Click Save

Where Customer Fields Are Used

Customer fields can appear in different places depending on how they are configured:

Ticket Form
  • Customer fields are available in the ticket form only if they are explicitly allowed
  • This helps collect customer-related information when a ticket is created
My Profile (Support Portal)
  • Customer fields are visible in the My Profile section only if enabled
  • Customers can update their own information from this section
Ticket Page (Agent View)
  • Agents can view and update customer field values from the customer info section within a ticket

Permissions and Access
  • Customers
    • Can edit customer fields from the My Profile section (if allowed)
  • Agents
    • Require the capability Edit customer info to update customer fields within tickets
  • Administrators
    • Can edit customer details from:
      Support → Customers

Example

Suppose you want to collect a customer’s phone number:

  1. Go to Customer Fields
  2. Click Add New
  3. Create a field named Phone Number
  4. Enable it for Ticket Form or My Profile as needed
  5. Save the field

Now, customers can provide or update their phone number, and agents can use it for communication.

Notes / Tips
  • Name and Email Address are mandatory fields. These default fields cannot be deleted or removed
  • Use customer fields to collect essential contact or business information
  • Enable fields only where needed to avoid clutter
  • Ensure sensitive data is handled carefully
  • Keep field names simple and easy to understand

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