Awesome Support: Custom Fields
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About Awesome Support: Custom Fields
A short form opens tickets fast, but leaves you without data
A support form with minimal fields keeps customers from giving up before they write anything. The problem comes later: the agent receives a ticket with no order number, no affected product and no type of issue, and has to ask for it in a reply. Every back and forth lengthens the resolution. Awesome Support: Custom Fields lets you add exactly the data your team needs, without cluttering the base form.
The key is that you decide what gets asked. A software business will want the installed version, a hosting company the affected domain, a store the order. What helps one team gets in the way of another, which is why it pays to add few fields and choose them well.
Eleven field types to ask each question the right way
You can combine these field types in the form:
- Text, email, number and password
- Dropdown (select), checkboxes and radio buttons
- Text area and rich text editor (WYSIWYG)
- Taxonomy (lists)
- File attachment uploads
The value is in choosing well. A free text area only serves for the customer to explain nuances. In text fields you can use regular expressions to limit what is typed (for example, the format of an order code) and set a default value.
What each field does once created in Awesome Support: Custom Fields
Each field has its own options that turn it into a management tool and not just a way to collect data:
- Required or not.
- Visible in the administrator's general ticket list, so you see the data without opening each ticket.
- Sortable and, if it is a taxonomy, filterable.
- Change log in the ticket, leaving an audit trail of who modified the value.
- Numeric order to decide its position for the customer.
- Hide temporarily without deleting the field.
- Edit permissions through WordPress capabilities, to choose which users can modify it.
- Custom CSS class, useful if your site already loads a library such as Bootstrap.
- Show it only in the form or also in the customer-area list and in the admin panel list.
If you will have many fields, management is done with an accordion view that avoids an endless screen.
Is Awesome Support: Custom Fields right for you? Questions and limits
It is an add-on: it needs the base Awesome Support plugin installed and does not work on its own. It does not replace a general form builder or work for forms outside tickets. Nor does it keep the form short by magic: if you add fifteen required fields, you will bring back the friction the minimal form avoided.
Can I make a field visible only to the team?
You can control who edits a field with WordPress capabilities and decide whether it appears in the administrator list or the customer list. Check on your installation how your specific case turns out.
Can I remove a field without losing the data?
Yes, you can hide it temporarily without deleting it.
Does it work for asking customers for files?
Yes, there is an attachment upload field type.
Can I filter tickets by a field?
Filtering is available for taxonomy fields; the other types you can show in the list and sort by.
Do I need to code?
No, fields are created from an interface. Regular expressions and CSS classes are optional and require some technical knowledge.
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Version history
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v
2.0.1 Current 16 May 2024
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