More Context, Less Effort—How Custom Fields Make Your Support Workflow Smoother
Sometimes, it’s the little things that make the biggest difference—a helpful note in the ticket, an automatically filled-in name, or a saved order number. These small details save your team time, reduce back-and-forth, and help you deliver what your customers expect: fast, competent, and personalized support.
With our new Custom Fields feature in HelpSpace, that’s exactly what we want to empower you to do. You can now create custom fields for both tickets and contacts—tailored to your workflow and unique business needs. And the best part? These fields can be filled in manually or automatically via the API by pulling in data from other tools like your CRM, ERP, or webshop.
Why this is a game-changer
Modern support is more than just replying to messages. It’s about understanding your customers, knowing their history, and recognizing the context behind each request. That’s where custom fields come in.
They bring structure and clarity to your tickets and contact profiles, so your team can respond faster and make better decisions—without endless searching or switching between tools.
Whether it’s a contract term, an order number, a sales rep, or internal categories like product type or region—with custom fields, you can capture everything that’s relevant to your business.
Three practical examples of how custom fields simplify your day
1. CRM Integration: Personalized support at a glance
Imagine your support team receives a new request. Without any digging, they immediately know who the customer is: a loyal client, managed by Lisa from sales, operating in the industrial machinery sector. The ticket already includes all this info because the contact profile is automatically enriched with CRM data from tools like HubSpot, Salesforce, or Pipedrive.
The result? Faster understanding, more personal responses, and a smoother workflow overall.
2. Webshop Integration: All order details in one place
A common scenario in e-commerce: a customer asks about their order, but the ticket lacks critical information. Your team has to check the webshop for the order number, product, and purchase date. It’s slow and inefficient.
With custom fields, that changes completely. You can now document order numbers, products, purchase dates, and return reasons directly in the ticket—either manually or via automated sync.
Even better, you can integrate the Custom Sidebar, for example, with Shopify, to show the customer’s entire order history right next to the ticket. This streamlines communication, eliminates unnecessary clicks, and helps your team resolve issues faster and more accurately.
3. ERP Integration: Internal processes meet customer support
While many tickets are customer-facing, the issues often involve internal processes—such as delivery timelines, invoice numbers, or stock availability. Without ERP integration, your team has to reach out to other departments or dig through different tools.
With custom fields, you can display that internal data directly in the ticket—like invoice numbers, project references, or department assignments from your ERP system.
And when combined with the Custom Sidebar, for example with Xentral, you can surface ERP data directly alongside the ticket. One click takes you straight to the ERP system, where you can view documents, check order statuses, or download invoices.
This turns HelpSpace into your command center, connecting all relevant systems and making internal collaboration seamless.
Your helpdesk, your rules
Custom fields give you full control over your support environment. You decide what information matters and how it’s displayed—completely tailored to your team’s workflow.
And thanks to the API, you can automatically sync data from external tools, eliminating manual work and keeping everything in sync. This brings your CRM, ERP, webshop, and HelpSpace together—all in one central place.
Final thoughts: Support that doesn’t just react, but truly understands
Custom fields aren’t just another feature. They’re a powerful tool to boost your team, simplify processes, and elevate your support from “just okay” to truly outstanding.
Give it a try—add a field, test it with your next ticket, and feel the difference a little extra context can make.
