Creating Custom Fields

When using your Help Center or a Widget as a support channel, you can create a contact form with custom fields to gain valuable information about your customers and the issues they're experiencing. You can then view the custom fields submitted by your customer directly from their ticket. The more you know about your customers the better your replies will be! 
Tip:
When viewing your tickets, you can filter according to any of your custom fields and prioritize accordingly, helping you organize your tickets and gain helpful insights. Learn More

To create custom fields:

  1. Hover over Settings in the side panel and click Custom Fields.
  2. Click Create New Field and select the field type. Learn More
    • Text: Allow your customers to enter a single line of text. 
    • Dropdown: Allow your customers to choose from a list of options. Click Add Option to add each additional option.
    • Multi-line: Allow your customers  to write full paragraphs and describe the issue they're having.
    • Checkbox: Allow your customers to choose one of two options (great for yes or no answers).
    • Number: Allow your customers to enter numbers.
  3. Fill in the relevant information for each field:
    1. Enter a field name which allows you to identify the custom field, and can be used by agents to identify the field in the ticket page. This name does not appear live and is for your back-end use only.
    2. Enter a title for your field which your customers will see.
    3. Enter a description for the field, and give your customers more information about what you need.
    4. Enter placeholder text, which appears in the field before your customer starts typing. It can be used as a hint for what you want them to write.
  4. Click Create.

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About Custom Field Types

When using your Help Center or a widget as a support channel, you can create a contact form with custom fields to gain valuable information about your customers and the issues they're experiencing. Use different custom field types depending on the information you wish to capture. Tip:Easily view or edit a customer's custom field responses directly from their ticket. Learn MoreText FieldsAllow your customers to enter a single line of text. Text fields are good for collecting short strings of text such as names and emails. Dropdown FieldsAllow your customers to choose from a list of options. Dropdown fields are useful when you want your visitors to choose one possible option. Multi-line FieldsAllow your customers to write full paragraphs and describe the issue they're having.Checkbox FieldsAllow your customers to select a single response. Checkbox fields are useful when you have a yes or no answer. Number FieldsAllow your customers to only enter numeric values. 

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Managing Custom Fields

Edit or delete the custom fields you've created for your Help Center or Widget contact forms. Click here to learn how to create new custom fields.  Important:Any changes that you make to the custom fields are applied to all of the contact forms using these fields.To manage your custom fields:Hover over Settings  in the side panel and click Custom Fields.Click Edit next to a field.Do one of the following:Edit the field text: Edit the text and click Update.Delete the field: Click Delete Field and click Delete to confirm.Click Update.

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Customizing the Wix Answers Contact Form in Your Help Center

We recommend using the Wix Answers Contact Form when using your Help Center as a support channel. This lets you customize the contact form fields to gain valuable information about your customers and the issues they're experiencing. The custom fields you add can then also be used to prioritize and organize tickets, and provide helpful insights. The more you know about your customers the better your replies will be! Note:You cannot edit or remove the first two fields- Subject and Content.To customize your Wix Answers Contact Form:Hover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click Edit by How can your customers contact you?Select Submit tickets via the Wix Answers Contact Form.Click Add Field.Select an option:Create a new field: Click Create new field.Select the field type.Enter a field name (only visible to Team Members). Enter the field title (appears on the contact form).(Optional) Enter a short description (appears below the title).Enter the remaining field details.Click Create.Select the checkbox next to the new field. Click Add Selected Fields.Add an existing custom field: Select the checkbox next to the relevant field.Click Add Selected Fields.(Optional) Click the toggle  next to the field to make it mandatory.Click Save.

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Setting Up a Contact Form in Your Widget

Allow customers to submit tickets through a contact form in your Widget. Customize your form's content options and fields to gather crucial information about each issue. The more you know about your customers, the better your replies will be!Before you begin:Create a widget (if you haven't already) so you can set up your contact form. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. To set up a contact form in your Widget:Hover over Settings  and click Widgets.  Hover over the widget you'd like to set up and click Edit.(For multilingual widgets): Click the language next to Settings for and select a language. Make sure Contact Options appear under Component Settings. If needed, click + Add Component and select Contact Options. (Optional) Click the Limit contact accessibility toggle  to hide your contact options unless a customer marks an article as "not helpful." Make sure the Contact Form toggle  is enabled and click Manage. Customize the Contact Form Header:Show me howEnter a title in the Title field. Click Display subtitle and enter a subtitle. Leave Display a response time message checked and enter the amount of time it usually takes for an agent to respond.Leave Display agent avatars checked to display agent avatars.8.  Customize the Contact Form Fields:Show me howClick Ask for issue categorization to prompt customers to choose a topic, which assigns their ticket to a specific agent or group. Learn MoreClick + Add Issue.Enter an issue topic in the Issue Type field and press Enter.(Optional) Enter another issue topic to add a sub-level topic that appears as a drop-down menu. Click the Assign to drop-down and select an agent or group to assign tickets. Click + Add Issue and repeat the steps to add more issue topics. Leave Ask customers for a description of the issue checked to require customers to enter a description.Click Add custom fields to the contact form to add custom fields:Click + Add Field.Select the field(s) you'd like to add and click Add Selected Fields.Note: Click Manage Custom fields to add a field that is not displayed. Click the Mandatory toggle  to require customers to fill out the field. 9.  Set the Contact Form Availability business hours:Show me howClick Edit next to Contact Form Availability. Set your Contact Form's hours of availability:Available 24/7: Click to keep your Contact Form available at all hours. Custom Hours of Operation: Click to set custom business hours: Click the toggle  next to each day to turn your Contact Form on or off. Click the times to adjust your opening and closing hours. Click the Show More icon  to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time.   (Optional) Apply your Contact Form's business hours to all other contact options in your widget:Click Apply business hours to all contact options.Click Yes, Apply to All. Click Save.10.  Scroll up and click Save next to Text & Field Settings.Learn how to:Use Automatic Actions to prioritize and organize ticketsAdd a contact widget to your Help CenterEmbed a contact widget on your non-Wix websiteEmbed a contact widget on your Wix site

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Working with Custom Fields on Tickets

Use custom fields on your contact form to gather information about your customers' support requests. When your customer submits a ticket through your contact form, you can view and manage the custom fields submitted in the side panel to the right of their ticket.To manage a ticket's custom fields:Go to the relevant ticket. Click Ticket Fields in the panel on the right. Click Edit Fields next to Field List:Note: If fields have not been added yet click Add Field and select a field to add it.Add a field: Click Add Field and select a field. Note: If you are an admin you can click Create New Field to create a new custom field. Edit a field: Click the relevant field and modify it. Delete a field: Click the Delete Field icon  next to a field to delete it.  Click Update.

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