Flexible fields can be used, for example, to note topics, urgency, external ticket numbers, or something entirely different. You can choose whether the field should be a free-text field, a drop-down menu, or if multiple predefined options should be selectable.
Flexible fields are particularly useful for extracting statistics, filtering/sorting tickets, and differentiating among case handlers in a queue.
For example, there might be a separate group of case handlers working with RDP or View, while the other case handlers do not deal with tickets related to this. With a Topic field, as shown above, tickets tagged with RDP or View can be set up to be sent only to the relevant case handlers.
In the order process, you can also set up automation for tagging Flexible Fields, for example, based on the submitter's affiliation, selected answers in a web form, keywords in the subject line, and more. Contact us if you are interested in this.
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