Create and manage customer fieldsUpdated 2 days ago

Customer fields are unique properties that let your agents capture additional information about shoppers on their customer profile in Gorgias. Unlike ticket fields or tags, customer fields stay with your customer from ticket-to-ticket, so your agents have full context about the person they’re helping right alongside the current ticket conversation.

Requirements

• Available on all Helpdesk plans
• Only Admins can create and manage customer fields
• All roles can fill out customer fields

Create customer fields

You can create customer fields to capture information like customer type (VIP, member), special dates (like birthdays or weddings), measurements (like ring or pant size), or anything else that’s important to your team or workflow.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Ticket & Customer data, then select Customer Fields.
3. Click Create Field in the top-right corner.
4. Enter a Name and a Description, if you’d like.
5. Under Type, click the dropdown menu to select a type of customer field.
6. Click Create Field.
   
   

Types of customer fields

There are four types of customer fields to choose from. You can select a field that best suits the type of information you’d like your agents to collect. For example, a dropdown menu type might be a better choice if you need consistent, repeatable responses; while a text type gives agents the flexibility to input anything they’d like.

Nested dropdown values

Nested dropdown values are sub-levels that you can create within the Dropdown field menu that allow agents to click through the options and select a more specific value. For each dropdown value, you can use the double colon (::) to nest up to five levels deep.

For example, you might create a dropdown field for agents to indicate whether a customer is a VIP, a Collaborator, Problematic, a Frequent Returner, or Fraud. If you have more than one type of Collaborator to choose from, you can create sub-levels to nest the additional options under the Collaborator value. When agents select the Collaborator value, they’ll be presented the additional Collaborator options to choose from.

Here’s how to create a dropdown field with nested values:

1. When creating a customer field, click the dropdown menu under Type, then select Dropdown.
2. Under Dropdown values, enter your top-level values.
3. When you’re ready to create a sub-level, add two colons (::) next to the top level value, then enter the sub-level value without adding a space after the colon.
4. Create as many top-level values as you have sub-level options. For example, if you have three types of Collaborator, you’ll create three Collaborator:: levels, and add a different sub-level value to each one.

Here’s how the dropdown values should look when you’re done:

• 💎 VIP
• Collaborator::⭐Ambassador
• Collaborator::👀Prospective Ambassador
• Collaborator::💬Instagram Partner
• 😡 Problematic
• 📦 High Returns
• 🙅 Fraud

Manage customer fields

From time to time, you may need to manage your customer fields to keep them relevant to your team’s workflow. You can re-order how your fields appear in customer profiles, edit any field to keep the information up to date, or archive fields you no longer need to make room for new ones.

Re-order customer fields

Customer fields show up in customer profiles based on the order they appear in Settings. From your helpdesk Settings, you can drag and drop your customer fields to reorder them.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Ticket & Customer data, then select Customer Fields.
3. Click and hold the six dots icon next to a customer field, then drag the selected field up or down in the list to reorder it.
   
   

Edit customer fields

You can always edit the Name and Description of an existing customer field. You can also add or change dropdown values on dropdown type fields, however you can’t change the field type. Instead, archive the customer field and create a new one with your desired field type.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Ticket & Customer data, then select Customer Fields.
3. From the list, select the customer field you’d like to edit.
4. Edit the Name, Description, or dropdown values.
5. Click Save Changes.
   
   

Archive customer fields

If you no longer want to use a customer field, you can archive it. When you archive a customer field, agents will no longer be able to see or use the field for new customers. The field will stay on existing customer profiles if it was filled out before being archived.

You can have a maximum of four active customer fields at a time. If you’ve reached the limit, you’ll need to archive a field to make space for a new one.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Tickets & Customer data, then select Customer Fields.
3. From the list, click the Archive icon next to the field you’d like to remove.
4. Click Archive.
5. To view or unarchive your archived fields, click the Archived tab, then click the unarchive icon.
   
   

Use customer fields

When you create a customer field, the empty field immediately appears in your customers’ profiles in Gorgias to be filled out. You can fill out a field from the ticket customer’s profile displayed alongside a ticket, or from the customer’s profile in the Customers page. You can also use customer fields as attributes in Views, Rules, Macros, and Search.

1. From your helpdesk, click the Customers icon in the main menu.
2. Search for and select a customer from the list to open their profile.
3. Under the customer’s name on the right side of the page, click +Add next to the field you’d like to fill out. If it’s a text field with placeholder text, click the placeholder text to replace it.