Cayzu allows you to create custom fields so you can capture the specific data you need from your customers.  By default, we include a bunch of standard fields like Requester, Subject and Description. Additionally, you can add custom fields that can be filled out when your customers create a ticket.


Ex)


If you are a shoe store, you could create a drop down field and ask the customer what type of shoe you have and have them select it before submitting a ticket

Now on top of creating custom fields for your customer/users submission of tickets, or to track extra details about your users,companies and even assets, you can use custom fields within your emails that go out to both your agents and customer/users.

Having the ability to include custom field data in an email template makes it easier to quickly identify any key information that you may need right from your email.

To use custom fields in emails, follow these steps:

1- You must have created at least one type of custom field and have turned on the option to allow custom fields to be used in email templates.There are three different types of "areas" or "custom field types".  The 3 types available are custom fields that are created for forms, contacts & companies. 

Note: To allow custom fields to be used in email templates, Click Admin>Manage Ticket Settings and then turn on this option: Allow custom fields to be used in email templates. 

2- After the field is created, you click navigate to the Admin (left menu) and Click Manage under Email Setup 

3-You will now choose the email template that you'd like to modify with the custom field by clicking "edit" next to it.

4-Once in the modification screen of the email template, you would specify the area type and the custom field variable in the email template in this format:

%area.fieldname%

*area = custom field type: forms, company or contact

fieldname = The custom field agent field name (this is specified when creating/modifying a custom field) 

Example of the format from the above screenshot:

%forms.Dev Ticket #%

5-The available areas are as follows: 

%forms.fieldname%


%company.fieldname%


%contact.fieldname%

Note: Fieldname = The custom field agent field name (this is specified when creating/modifying a custom field.. see above for screenshot) 

6-Once you've completed the modification of the email template, Click Save to update the email letter.

7-Going forward, the email template will include the custom field's data point if available.

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