As an admin, you can add custom fields to helpdesk services to let your agents save additional information when they create helpdesk tickets.

1. Sign in to GoTo Admin.
2. Go to Settings > Helpdesk.
3. On the Helpdesk services tab, select a service where you want to add custom fields.
4. On the Custom fields tab, click Add custom field.
   You can add any number of custom fields.
5. Name your custom field and select its type:
   • Free text - Agents can save any information in text format for up to 255 characters.
   • List - A comma-separated list of values, where the agent can select a single list item.
   • Checkbox - A list of options that agents can toggle. Think of checkboxes as Yes/No questions.
   • Date - Agents can add a date in mm/dd/yyyy format.
   • Free text (with formatting): Agents can use basic text formatting options, such as bold, italics, or underlined to improve the representation of information. Text formatting is only available in the Console even if the field is also visible in the Customer Portal.
   • Mutli-select list - A comma-separated list of values, where the agent can select multiple items.
6. Save your new field.

   Result: Agents can use the new custom field instantly.