To configure the ticket form fields:
Login to your Freshservice for MSPs account.
(To configure ticket form fields at the global level) Go to Admin > Global Settings > Service Management > Service Desk Settings > Field Manager > Ticket Fields.
(To configure ticket form fields at the client-specific level) Go to Admin > Global Settings.
Click at the top left corner, and select a client under Client-specific settings.
Then, go to Service Management > Service Desk Settings > Field Manager > Ticket Fields.
If you are configuring ticket form fields at the global settings level, the Ticket Fields > Ticket form page opens.
Or, if you are configuring ticket form fields at the client-specific level, the Ticket Fields page opens.
Click any default field to view and update its properties.
Update the field properties (as required), and click Done.
To add a new custom field to the form, select the required field type from the Drag & Drop Field options (for example, ‘Date’ field type).
The Properties section for adding the new custom field is shown on the right pane.
Enter a name for the new field in the Field Label box (for example, Start date).
Update any other properties and click Done. The new custom field will be added to the form.
After adding or updating all the ticket form field configurations, click Save.
Note: You can also configure dynamic sections for custom dropdown fields in your ticket forms at the client-specific level, and you can configure dependent fields to introduce hierarchy in your field choices at the global level. See the following topics for more information.