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Configure custom data tables and fields

Updated Monday, October 26, 2026 · Marc Staine

Data Tables adds structured information to company or contact records. Separate table access, field access and display choices let you collect useful data without crowding the main record form.

Applies to: Supportbench Core. Location: Settings → Configuration → Data tables. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Configuration → Data Tables.
  2. Create the table and choose its immutable location and parent.
  3. Set role access and display behavior, then save.
  4. Add fields with suitable types and access, save them, then configure list options where supported.
  5. Open a test company or contact as each intended audience and verify visibility and data entry.

Settings reference

Details and hierarchy

SettingWhat it controlsHow to choose
System name / Display nameEach up to 50 characters; description up to 250.Use a stable system name and a readable display name.
LocationCompany or Contact; immutable after creation.Choose the consuming record type first.
Parent tableAn active parent at the same location; immutable after creation.Plan the hierarchy before saving.
ActiveInactive tables retain stored values but are hidden from new data entry.Deactivate only after checking where the table is used.

Access and display

SettingWhat it controlsHow to choose
Internal roles / Customer rolesRestricts table access; an empty role selection means all applicable roles.Verify both intended and excluded audiences.
Display orderValues from 0–20.Place frequent tables first.
Hide empty columnsControls display of empty columns.Enable when sparse data would otherwise obscure populated values.

Fields and options

SettingWhat it controlsHow to choose
Field name / DescriptionName up to 50 and description up to 250 characters.Explain what users should enter.
Field typeImmutable after creation: supported types include Checkbox, Date/time, Dropdown, Text, Multiline, Integer, Money, Tags, Encrypted Text and Encrypted Password; historical types can remain fixed.Choose the stored data type before collecting values.
Field roles / OrderField access plus order from 0–20.Review field restrictions independently of table access.
Option label / Parent / Order / ActiveOption label up to 200 characters; active parent; order 0–25.Save the field before defining its options; keep parent/child meanings consistent.
Field ActiveInactive fields retain stored values but are hidden from new data entry.Use deactivation to retire an input without claiming its historical values were erased.

Behavior to know

  • Deleting a table preserves its field/value data; do not treat table deletion as a data-erasure operation.
  • Deleting an option does not delete its child options. Moving an option resets its children to root; review the resulting hierarchy.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Create a Company table for a defined equipment register.
  2. Add descriptive text, date and list fields using the actual data requirements.
  3. Restrict access as needed, enter synthetic test values and check both staff and customer visibility.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Customers → Manage companies and customer organization details
  • Customers → Manage contacts and customer portal access
  • Organization → Configure agent roles and division access
  • Customers → Configure customer roles

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