Create customer fields for facts about customers
Keep facts about each customer, such as VIP status, usual size or preferred contact, in text or dropdown fields that show on every customer page.
Last updated 2 min read
Customer fields are notes with structure. They hold facts your team keeps about a person, such as VIP status, usual size or preferred contact, and show them on every customer page.
Before you start
- Who can do this: owners and admins create fields; agents fill them in on customer pages.
- Plan: all plans.
- Time: a minute per field.
Step by step
- Open Workflows > Customer fields ("Facts your team keeps about a customer (VIP status, size, preferred contact…). They show on every customer page.").
- Press Create field.
- Type a Name, such as "Usual bra size".
- Choose the Type: Text for anything, or Dropdown "when the answers are a fixed list".
- For a dropdown, enter Choices, one per line, for example S, M, L, XL.
- Press Save. A message confirms Field created.
- Reorder fields with the move buttons; a message confirms Order saved.
What happens next
The field appears on every customer page. Agents fill it in there: text fields edit in place and dropdowns use a select. Values are stored on the customer, so they show on every ticket's customer page from then on.
Deleting a field: "The field disappears from customer pages. Values already saved stay in the customer record, so re-creating a field with the same name brings them back."
Ideas for customer fields
| Field | Type | Choices |
|---|---|---|
| VIP | Dropdown | Yes, No |
| Usual size | Dropdown | XS, S, M, L, XL |
| Preferred contact | Dropdown | Email, Chat, Phone |
| Account manager | Text |
Customer fields in a ticket
While answering a ticket, press the customer's name in the sidebar to open their page and see or update their fields. For a quick note that does not need structure, use Note about this customer in the ticket sidebar instead.
Tips
- Prefer dropdowns when the answers repeat; they are easier to read and compare.
- Keep the list short. Five fields that are always filled beat twenty that are not.
- Use the customer note in the ticket sidebar for one-off facts that do not need a field.
Troubleshooting
"Add at least one choice to “…”"
A dropdown field needs at least one choice.
"Two fields have the same name"
Field names must be different.
"Up to 30 customer fields"
Delete a field you no longer use before adding another.
"That field no longer exists"
An agent tried to fill in a deleted field. Refresh the customer page.
"Pick one of the choices"
A dropdown value must be one of its choices.
"Viewers cannot edit customers"
Viewers can read but not change customer fields.
Frequently asked questions
What is the difference between ticket fields and customer fields?
Ticket fields describe one ticket, such as why the customer wrote this time. Customer fields describe the person and stay with them across every ticket, such as VIP status or usual size. Ticket fields are dropdowns; customer fields can be text or dropdowns.
How many customer fields can I create?
Up to 30. Each field is either text, for anything, or a dropdown with a fixed list of choices, one per line. Field names must be different from each other, so two fields cannot both be called Size, which keeps customer pages clear.
Where do agents fill in customer fields?
On the customer page. Open a customer from Customers or from the customer's name in a ticket, and fill the fields in the sidebar. Text fields edit in place and dropdowns use a select. Viewers can read them but cannot edit customers.
What happens to values when I delete a customer field?
The field disappears from customer pages, but values already saved stay in the customer record. If you create a field with the same name again, the values come back. That makes deleting a field low-risk if you change your mind later.
Can I change the order of customer fields?
Yes. Use the move up and move down buttons next to each field, labelled Move followed by the field name and up or down. A message confirms Order saved. Put the fields agents check most often at the top, because that is the order they appear on customer pages.
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