How to customize some fields in FreshService

  • 28 September 2021
  • 4 replies

Is there a way to modify some fields, i.e. if I need to change Urenecy to these 4 categories (low, medium, high, critical) how do I proceed


Best answer by zachary.king 29 September 2021, 15:08

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Hello @raulrmacias1952,

The easiest way to do this is to go into the admin console of freshservice, then under “General Settings” click “Field Manager”, then “Form Fields” and edit the fields you would like to change. 

However, “Urgency” is a default field therefore is not eligible to make changes other than how the field is labeled to requesters.

My suggestion would be to create a custom dropdown field and add your choices to that, then hide the urgency field so there is no confusion.

Hope this helps,


Thank you so much

Now, how I can disappear the field “urgency” form a ticket template. If not, I will have two fields with the same meaning but different option in number and what they mean.


Thanks in advance



I solved myself :) my last question using an operational rule. Anyway thanks.