Experience with Custom Fields

[Hermelin]

Hello,

I'm new to Kayako, but I was under the impression that the Custom fields functionnality was relatively weak (at least in 3.00.90).
- what's you experience with that functionnality?
- is it getting better with the new release?

Thanks,

Anne

[Mahesh Slaria]

Hi,

Originally Posted by Hermelin

I'm new to Kayako, but I was under the impression that the Custom fields functionnality was relatively weak (at least in 3.00.90).

Can you please highlight weakness you felt? We will try to remove these.

Originally Posted by Hermelin

- is it getting better with the new release?

Yes, It is getting better with new release.

Thanks.

Regards,

[Hermelin]

Thanks for the quick feed-back.

Originally Posted by Mahesh Slaria

Hi,
Can you please highlight weakness you felt? We will try to remove these.

I didn't tryed it for long, but just set up three fields (a list for the type of request, a text for username, a multiple text for free list entry), then I logged as a user (from the support center), and as I could not see the value initially entered except for the list (that would definitively won't motivate my users to complete the form...).

For me it would be good that the final user just see the current entry in the same way you see it in the Staff interface. But some may want to keep some entries private or show the value to the user even if he is not allowed to modify it. In that case a third option on top of "editable by user" and "editable by staff": "visible to user".

As a newcomer, I was also thinking I could get conditional fields (like if Request Type is new user, I don't need the field existing user), but that' probably more complex to set-up.

Best regards,

Anne