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Completed Ability to edit/display custom fields from the General tab

Discussion in 'Kayako product feedback and suggestions' started by Ewan Main, Dec 8, 2014.

  1. Ewan Main

    Ewan Main New Member

    It would be really useful to be able to edit a ticket's custom field from within the General tab - ie while reading/replying to the ticket - rather than having to click the Edit tab to get there.

    Almost all of our tickets are created by email from customers, so by the time we work on a ticket it's already in the system. We rarely create a new ticket, only respond to existing ones, so the custom fields interface (that you see when creating a staff ticket) isn't presented to us.

    It seems that the Edit tab is mainly there for changing details that need correcting (like the wrong user, ticket ID, etc) - whereas custom fields are used for straightforward data entry, so it would be much better to have them available at the front.

    Debby Heuft and Steven Hines like this.
  2. Alex Saavedra

    Alex Saavedra Member

    Also consider that even if a Custom Field is set as Required, it is always possible skipping the Edit tab altogether, and leaving Required custom fields blank...
  3. Debby Heuft

    Debby Heuft New Member

    +10. This would be very helpful!
  4. Eric Van Tol

    Eric Van Tol Member

    +1 for me, too.
  5. Xana Wolf

    Xana Wolf Member

  6. sem

    sem Member

    +1 Essential "feature"
  7. Prakash K Raman

    Prakash K Raman New Member

    is there any timeline on when this would be made available?
  8. Gary McGrath

    Gary McGrath Staff Member

    This change will be coming out with our next major release, we don't have a timeline I can share for that at the moment, but it is coming very soon. ( I appreciate that does not really give you much information, but hopefully soon we will be giving everyone much more information )

  9. Prakash K Raman

    Prakash K Raman New Member

    Thanks Gary . Are we expecting a major release in the next 6 months ? :) Or worst case , a major release in 2016 ?
  10. Gary McGrath

    Gary McGrath Staff Member

    It will be much much sooner than 6 months for sure :D

  11. Kevin Reed

    Kevin Reed Member


    Also, any update on where this sits on the road-map? Next version?
  12. Gary McGrath

    Gary McGrath Staff Member

    Hey Ewan and others,

    We have released the new Kayako and this suggestion has been included, below you will see the new case screen ( where you can read the conversation + reply ) and on the same screen, you can see and edit the custom fields.

    Screen Shot 2016-07-11 at 16.23.48.png

    You can check out more information on the new Kayako here: https://support.kayako.com/article/1194-introducing-the-new-kayako

  13. Kevin Reed

    Kevin Reed Member

    Is this functionality likely to be back-ported into Kayako Download (and if so, any time soon)? We are restricted to using the download version for the foreseeable future, but would consider this to be a massive time saving if it can be made available...

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