Custom Fields in Supportbench

Marcel Gravelle

24-Feb-2025

Custom Fields in Supportbench

Overview

A custom field in Supportbench is a flexible data point that allows users to capture specific information not included by default in their Bench setup. These fields help tailor Supportbench to meet unique business needs and can be applied across multiple objects, including:

• Cases

• Articles

• Companies

• Contacts

• Assets

• Surveys

Custom fields for cases offer additional functionality, enabling field usage within specific categories. This provides greater flexibility when managing case views and workflows.

Configuring Custom Fields

When creating a custom field in Supportbench, Navigate to: Configuration > Custom Fields > New where the following parameters must be defined:

1. Name

• The unique name of the field.

• Choose a name that is clear and recognizable to other users.

2. Label Text

• The label used within the Supportbench interface instead of the field name.

• Ideal for using a descriptive internal name while keeping a more user-friendly version visible to agents.

3. Description

• A brief explanation of the field's purpose and how it will be used.

• Helps team members understand the context of the field.

4. Location

• Specifies where the field will be available (Cases, Articles, Companies, Contacts, Assets, or Surveys).

• Custom fields are tied to their assigned object and will not be visible elsewhere.

5. Divisions

• Determines whether the field is restricted to certain divisions.

• Leaving this blank makes the field accessible across all divisions.

6. Type

Defines the format and functionality of the field. The available field types include:

• Textbox – A single-line text input.

• Textbox (Multi-row) – A larger text box for multiple lines of text.

• Tags – Allows multiple tags to be added for categorization.

• Mapped – A field mapped specifically for cases.

• Dropdown List – A single-select dropdown menu.

• Dropdown List (Multi-select) – Allows multiple selections from a dropdown list.

• URL – Stores and displays hyperlinks.

Note: Mapped fields are exclusive to cases and enable direct integrations or automated actions based on field values.

7. Order

• Defines the display order of the field within its assigned location.

• Helps control how fields appear in forms and views.

8. Active

• Determines whether the field is currently in use.

• Inactive fields will not appear in the interface.

Best Practices for Using Custom Fields

• Keep names clear and consistent – Use easily identifiable names and labels to avoid confusion.

• Use descriptions effectively – Provide enough detail to explain how the field should be used.

• Optimize for usability – Organize fields logically based on relevance and priority.

• Limit unnecessary fields – Too many custom fields can clutter the interface and slow down workflows.

• Utilize field types appropriately – Choose the correct field type to match the data you need to capture.