In order to perform the Initial Setup, make sure you’re logged in as Superadmin. Now, go to Helpdesk (Add-Ons » Modules » Helpdesk), click on the Module Settings button located in the top-right corner of the screen and choose Custom Fields Settings.
Along with built-in fields, you can use custom fields to gather and store additional information in your tickets. Built-in fields include:
- Client Name
- Client E-mail
- Summary (subject)
- Issue (message)
When downloading messages (tickets) via e-mail, only built-in fields will be filled-in. Custom fields will come handy when you create a ticket from Helpdesk (control panel) or through a Stand-Alone Ticket Form.
When you install Helpdesk for the first time, you’ll find a few sample custom fields. You can change, delete or create additional custom fields as needed.