CUGIC | Personalize you communication with custom user & org fields

Custom User and Organization Fields help you Personalize your
Communication

Custom Fields – A Brief Look

When customers fill ticket requests, they basically provide the subject and description of their query or support issue. They are also asked to fill in some other details, such as product code or model number.

Custom ticket fields are basically used to store in additional information provided by the customers about the support requests, product or service. You can add custom fields to your tickets for the agents and also include them in the Help Center Submit a Request form to for end-users to view.

Adding Custom Fields to Users

Add custom fields to user profiles in order to gather additional information about your customers. Any custom field you add
is applicable to all users. Custom fields for users can be created by Administrators, and are visible and editable for agents,
but not end-users. Custom user fields can also be used in your triggers and automations. Moreover, you can use
placeholders to reference custom user fields in macros, ticket comments, and notification messages.

You can create the following types of custom user fields:

Adding Custom Fields to Organizations

Likewise custom user fields, you can create custom fields for organizations as well. It will too be used to gather additional
information. Any custom organization field you create becomes accessible to all organizations. Custom organization fields
are created by Administrators, and are visible and editable for agents, but not end-users. You can use custom
organization fields in your triggers and automations. Moreover, you can use placeholders to reference custom organization
fields in macros, ticket comments, and notification messages.

Administrators can create the following types of custom organization fields:

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