Custom field details

[coopn01]

Hi,

To give you a brief outline to what i am doing. We receive emails from customers/clients direct into our queue. What i want to be able to do is once the email has come in to edit the email and assign a custom field to it allowing us to have better reporting functionallity so we can pinpoint the users query.

I can do it on a new phone/email ticket but not on an email that has been logged automatically.

custom field - cancellations

field options -
duplicate sale
Written off
Other

etc

any help would be appreciated

[coopn01]

its ok ive done it!

[Siora]

Can you post what you've done so that others can learn and implement?

[coopn01]

Hi,

what i did is once the email had been logged i selected the ticket, select the edit tab, select the field "Link Custom Field Group" and choose the relevant department, then select edit again and it gives you the choice of your custom fields.

This isnt ideal as you have to go in and out of the ticket but i think once staff are advised what to do it gives you a suitable work around.

Thanks