Agent only fields

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

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