Records – Form Settings

Go to Manage → CRM → Records to define your custom CRM record form.

Create a New CRM Record Type/Edit CRM Record Type

To create a new CRM record type from scratch, click Add new.

To use an existing CRM record type as a template for your new one, click Clone in the Actions column.

To edit an existing CRM record type, click its title.

The CRM record type details will open.

Field	Description
Title	Enter name of the record.
Description	Enter description.
Autofocused tab	Select which tab will be focused when you open a record.

Click Save.

Set up Your Form Field Layout

In the Form column, click Change.

Drag a Section from the Choose sections list and drop it into the form field. Enter a title and select the number of columns. Click Edit to enter a rich text description.
Drag fields from the Choose fields list and drop them into your section. You can set up a tooltip for agents (will appear in front of the field name), select if the field will be required, whether it should be shown in the list of records and whether it should be read only.
Repeat the process to set up all desired fields.
Save your form.

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:
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.
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.
Email	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.

Statuses

Select which Statuses agents can set in the CRM records that use this type.

Click Statuses in the Relations column to open a list of your Statuses.

Check (tick) the Statuses that you want to use.

Click Save to return to the CRM record type list.