Overview of Custom Fields

In LiveAgent, you can add your own customized items to customer information “Contacts” and “Tickets”. These customizations are called “adding fields” and are displayed as detailed information when agents expand tickets.

Adding Contact Fields

Steps to Create Contact Fields

  • From the left menu of the agent screen, select “Settings” > “System” > “Contact Fields”

  • Click the “Create” button and register the name of the new field

Display of Contact Fields

The content of created fields is reflected in the “Personal Details” section on the upper right side of the ticket expansion screen.

If fields are not filled in, you can register information from “Add Field” on the same screen.

Adding Ticket Fields

Steps to Create Ticket Fields

  • From the left menu of the agent screen, select “Settings” > “System” > “Ticket Fields”

  • Click the “Create” button and register the name of the new field

Display of Ticket Fields

The content of created fields is reflected in the “Fields” section on the lower right side of the ticket expansion screen.

If fields are not filled in, you can register information from “Add Field” on the same screen.