Skip to main content
Solved

Add multi-line custom field data to ticket body?

  • April 1, 2025
  • 1 reply
  • 120 views
grizdev
Apprentice

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. 
The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-ticket-summary-feature?utm_source=freshdeskproduct

So, is there a way to either have these custom multi-line fields write the customer provided data into the main ticket body, or at least a way to show these custom fields in the main ticket body section? Right now, the actual ticket body is completely empty, which I believe robs the system of a lot of key functionality, such as including the actual customer-provided content when hitting reply. 

Here's an example. My client has a service request form for their product. They want to prompt their customers to provide a written explanation of the issue and also a written explanation of the maintenance routine for the product. Currently, this form has 2 custom multi-line fields, and the default description field has been removed. So when an agent gets the contact submission, that agent has to scroll through the the properties widget, looking for the important information, and when the agent replies, none of that information is included in the reply. 

Any suggestions to capture the content of those custom fields as part of the ticket body, so it is much more visible to the agent, and gets included in any and all follow-up emails?

Thanks!

Best answer by mahendarsingh

Hi ​@grizdev ,

Thank you for bringing this up. 

To address the issue, there are a couple of approaches that can help:
1. Utilize the Default Description Field:
   Reinstate the default "Description" multi-line field on the ticket form. This field allows the content entered by the requester to appear as the ticket body and ensures it is included in follow-up emails. You can customize the placeholder text in the description field to guide customers in providing specific information, such as describing the issue or detailing their maintenance routine. To re-add the description field:
Navigate to Admin > Ticket Fields.
Drag and drop the "Description" field onto the ticket form if it has been removed.
2. Automation with Workflow Rules:
   Create workflow automations to append the content of custom multi-line fields to the ticket body after submission. Use the Freshdesk automation rules to merge the text data from these fields into the ticket description automatically. Here’s how you can do this:
Go to Admin > Automations > Ticket Updates.
Set a rule to trigger when a new ticket is created or updated.
Define an action that combines the relevant multi-line fields’ data into the ticket body. Use placeholders for the custom fields, such as {{ticket.customfield.<fieldname>}}, and append them to the ticket description.
3. Expand Visibility in the Ticket Properties Widget:
   Although the properties widget is small by design, you can work with your team to improve the customer experience by reorganizing the layout or making it more intuitive using CSS customizations. If the default layout is insufficient for efficiently managing ticket information, editing the portal or customer interface themes may create more accessible layouts.

By either shifting to the default description field, automating the content transfer to the ticket body, or enhancing widget visibility, agents can have all key customer-provided information readily available and included in follow-ups.

Please do let me know if you have any follow up questions on this matter. 

1 reply

mahendarsingh
Community Manager
Forum|alt.badge.img+9
  • mahendarsinghCommunity Manager
  • Community Manager
  • Answer
  • December 24, 2025

Hi ​@grizdev ,

Thank you for bringing this up. 

To address the issue, there are a couple of approaches that can help:
1. Utilize the Default Description Field:
   Reinstate the default "Description" multi-line field on the ticket form. This field allows the content entered by the requester to appear as the ticket body and ensures it is included in follow-up emails. You can customize the placeholder text in the description field to guide customers in providing specific information, such as describing the issue or detailing their maintenance routine. To re-add the description field:
Navigate to Admin > Ticket Fields.
Drag and drop the "Description" field onto the ticket form if it has been removed.
2. Automation with Workflow Rules:
   Create workflow automations to append the content of custom multi-line fields to the ticket body after submission. Use the Freshdesk automation rules to merge the text data from these fields into the ticket description automatically. Here’s how you can do this:
Go to Admin > Automations > Ticket Updates.
Set a rule to trigger when a new ticket is created or updated.
Define an action that combines the relevant multi-line fields’ data into the ticket body. Use placeholders for the custom fields, such as {{ticket.customfield.<fieldname>}}, and append them to the ticket description.
3. Expand Visibility in the Ticket Properties Widget:
   Although the properties widget is small by design, you can work with your team to improve the customer experience by reorganizing the layout or making it more intuitive using CSS customizations. If the default layout is insufficient for efficiently managing ticket information, editing the portal or customer interface themes may create more accessible layouts.

By either shifting to the default description field, automating the content transfer to the ticket body, or enhancing widget visibility, agents can have all key customer-provided information readily available and included in follow-ups.

Please do let me know if you have any follow up questions on this matter. 

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
Terms of UseAccessibility statement