Can I add custom fields to the customer portal

Yes, through ticket fields on the request form. What customers see is controlled per field, and that control is the whole design.

Yes, through ticket fields on the request form. What customers see is controlled per field, and that control is the whole design.

How it works

1. Create the ticket field.
2. Mark it as visible to end users, and editable by them if they should be able to change it.
3. Add it to the ticket forms it belongs on.
4. Submit a request as a customer and check what appears.

Three settings, not one

A field can be agent-only, visible to customers but read-only, or editable by them. Those are different decisions and getting them wrong is how internal notes end up on a customer's screen.

Read-only is useful: an order reference the customer can see but not alter shows them you have it without letting it be changed.

Ask only what you will use

Every field is a question somebody with a problem has to answer before they can reach you. If nobody reads the answer, or it can be looked up from what they already gave, take it off the form.

Label them in the customer's words

Fields have an internal name and a label customers see. Use that: "Which product is this about" for them, whatever your team calls it for you.

Different forms, different fields

Rather than one form asking everything conditionally, separate forms per kind of request keep each one short. That is usually the better answer to a form that has grown too long.

See also

• Designing a form that helps agents and customers both
• What a ticket form is
• The customer portal: where customers track their requests