Databases
Go to Manage → CRM → Databases to set up different databases to store your Contact and Account information. Using databases, you can use multiple Contact and Account forms depending on the type of information your agents need to enter during their activities.
Contacts Database Form Settings
Go to Manage → CRM → Databases and click Contact form to define your custom contact form. If you do not set up a custom form, you will only be able to use the CRM Contacts module with these basic fields: Title, First and Last name, Account, User who created the contact and Description. We recommend for you to set up the fields that you need in your day-to-day work.
Up to version 6.20, you can set up the Contact form in Manage → CRM → Contacts.
Create a New Field/Update Field
To update a field, click Update next to the field you want to edit, either in the Choose fields list or in your form.
To create a new field:
click Add new in the Choose fields list to create a field from scratch, or
click Clone next to the field you want to use as the template.
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
The cutsom fields are shared with Tickets, CRM contacts, accounts and records. If you make a change in one, it will be overwritten in the others.
Field type | Agent use description | Extra settings |
|---|---|---|
Text | Enter any text. | |
Textarea | Enter any text – larger field. Maximum number of characters for textarea is 17M characters. | You can set up how many rows of text the text area will be. |
Selectbox | Select a value from a drop down list. If multiple values allowed, they will be in separate fields. 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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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 regular expression the Format field to validate that the number is in the correct format. | |
Enter an email address. Only emails in the correct format will be saved. | ||
Address | Enter an address. Click the Address formatting button (house) to search for the address and insert correct formatting. Click the Revert formatting button to go back to your original entry. | |
Url | Enter a URL. Click the Globe button to open the URL in a new browser tab. |
Accounts Database Form Settings
Go to Manage → CRM → Databases and click Account form to define your custom account form. If you do not set up a custom form, you will only be able to use the CRM Accounts module with these basic fields: Title, SLA, User who created the account and Description. We recommend for you to set up the fields that you need in your day-to-day work.
Up to version 6.20, you can set up the Account form in Manage → CRM → Accounts.
Create a New field/Update Field
To update a field, click the Update button next to the field you want to edit, either in the Choose fields list or in your form.
To create a new field:
click Add new in the Choose fields list to create a field from scratch, or
click the Duplicate button next to the field you want to use as the template.
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
The cutsom fields are shared with Tickets, CRM contacts, accounts and records. If you make a change in one, it will be overwritten in the others.
Field type | Agent use description | Extra settings |
|---|---|---|
Text | Enter any text. | |
Textarea | Enter any text – larger field. Maximum number of characters for textarea is 17M characters. | You can set up how many rows of text the text area will be. |
Selectbox | Select a value from a drop down list. If multiple values allowed, they will be in separate fields. 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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. If you remove or change an item, you will lose access to the value stored in the field in the CRM module. |
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. |
Enter an email address. Only emails in the correct format will be saved. | ||
Address | Enter an address. Click the Address formatting button (house) to search for the address and insert correct formatting. Click the Revert formatting button to go back to your original entry. | |
Url | Enter a URL. Click the Globe button to open the URL in a new browser tab. |