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Custom Fields & Forms

Daktela uses the same form builder and custom fields in several places: ticket category forms, CRM contact and account forms, CRM record types, call scripts and custom call scripts. This page describes how they work in one place β€” the reference page for each area links here.

Two separate sets of fields

Custom fields live in two separate pools:

  • Tickets and CRM β€” tickets, CRM contacts, accounts and records share one set of custom fields. If you make a change to a field in one of these contexts, it applies in all of them.
  • Call scripts β€” call scripts have their own, separate set of custom fields.

Both sets work the same way, as described below.

Set Up a Form Layout

  1. Drag a Section (called Container in some contexts) from the Choose sections list and drop it into the form field. Enter a title. Click the Settings button to set up default expand settings, a rich text description and dynamic visibility.
  2. Drag fields from the Choose fields list and drop them into your section. Click the Split button to set up multiple columns and adjust their width using the plus and minus signs. Click the Settings button to set a default value, set up a Tooltip for agents (will appear in front of the field name), configure dynamic visibility, and set further options (Show in list, Show in activity, Hidden from agents, Read only, Required field, Rows of text…). The available options vary slightly by context β€” e.g. Show in call is available in contact forms.
  3. Repeat the process to set up all desired fields.
  4. Save your form. In ticket category forms, you can click Multiple save to use the same layout in several categories.

Default values

Each field can have a default value configured per form context β€” the same field can carry a different default in each ticket category form, CRM database, contact form, or call script.

  • The input control for entering the default matches the field type exactly as operators see it (a dropdown for Selectbox, a checkbox for Checkbox, free text for Text, and so on).
  • When an operator opens a new record, the field is pre-filled with the configured default. The operator can change or clear the value before saving.
  • Changing the default affects new records only β€” existing records are not updated retroactively.
  • If the field option set as the default is removed or deactivated from the field's global definition, the default is automatically cleared for all forms using it.
  • The default fills in only when the field is empty β€” it will not overwrite an existing value.
  • Records created or updated via the API do not receive default values β€” defaults are applied only through the UI.

Create a New Field/Update Field

  1. To update a field, click Update next to the field you want to edit, either in the Choose fields list or in your form.

  2. To create a new field:

    1. click Add new in the Choose fields list to create a field from scratch, or
    2. click Clone next to the field you want to use as the template.

  3. Enter a Title and select the field Type – see the overview below. Choose if you want to allow multiple entries and if you want to validate the entry using a regular expression. Unique name will be filled in automatically after you save the field. If you like, enter a description.

Field Type Overview

Field type Agent use description Extra settings
Text Enter any text.
Number Enter a whole number. Number fields sort and filter numerically. Available filter operators: Equals, Not equals, Higher than, Higher or equal to, Lower than, Lower or equal to, Is empty, Is not empty.
Textarea Enter any text – larger field. Warning: Maximum size for a textarea field is approximately 16 MB. You can set up how many rows of text the text area will be.
Rich text You can store formatted text or HTML in this field.
Selectbox Select a value from a drop down list. If multiple values allowed, they will be in separate fields. Warning: Maximum number of characters for selectbox is 128 characters. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
MultiSelectbox Select value(s) from a drop down list. All selected values will be in same field. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Checkbox Select value(s) by checking boxes. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Radio Select a single value by checking a radio button. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Datetime Select or enter a date and a time.
Date Select or enter a date.
Time Select or enter a time.
Phone Enter a phone number. This field will only accept numbers. We recommend for you to set up a regular expression in the Format field to validate that the entered number is in the correct format.
Email Enter an email address. Only emails in the correct format will be saved.
Address Enter a place, a company or an address. Autocomplete function provides real-time suggestions for quick and accurate entry.
Url Enter a URL. Click the Globe button to open the URL in a new browser tab.
User Select an existing Daktela user. You can check Multiple and you will be able to choose multiple users in this field. You can also filter user right to limit available users in this field.
CRM Contact Select an existing CRM contact. You can check Multiple and you will be able to choose multiple contacts in this field. You can also filter CRM database to limit available contacts in this field.
CRM Account Select an existing CRM account. You can check Multiple and you will be able to choose multiple accounts in this field. You can also filter CRM database to limit available accounts in this field.
CRM Record Select an existing CRM record. You can check Multiple and you will be able to choose multiple records in this field. You can also filter CRM record type to limit available records in this field.
Ticket Select an existing ticket. You can check Multiple and you will be able to choose multiple tickets in this field. You can also filter Category to limit available tickets in this field.
Group Select a group of users / user rights / queues / categories. You can check Multiple and you will be able to choose multiple groups in this field. You can also filter group type to limit available groups in this field.
Status Select a status. You can check Multiple and you will be able to choose multiple statuses in this field.

Note

Custom call scripts offer a smaller set of field types β€” Number, Rich text and the reference fields (User, CRM Contact, CRM Account, CRM Record, Ticket, Group, Status) are not available there.

Tip

For a summary of the maximum size of each field type, see the Field limits & constraints section in General Information and Tips.

Editing Custom Field Options

When you open a custom field of type Selectbox, MultiSelectbox, Checkbox, or Radio, all options are displayed in a locked (read-only) state with no action buttons. A warning banner is always shown above the options:

Changes in custom field options β€” Editing the text of a custom field option will change all historically entered values to the new value. Deleting an option will remove its value from all historically submitted forms.

Click the Edit button in the banner to enter edit mode. The options become editable and action buttons appear.

In edit mode, you can:

  • Rename an option β€” updates the option text in all historical forms.
  • Deactivate an option (crossed eye icon) β€” the option moves to a Deactivated section at the bottom of the list. It remains visible in historical records as a filled value. If an agent later changes that field, the deactivated value is removed on save. Deactivated options are not available for future selection. At least one option must remain active.
  • Delete an option β€” removes the option and its value from all historical forms.

All changes take effect only when you save the custom field settings.