Understanding Case Fields and Field Formats

Case fields are organized data in a case that are defined by field values. They display granular pieces of information, such as requester, case status, and priority. Talkdesk Cases™ allows Agents to use two types of case fields to collect information about customers: standard fields and custom fields.

Each case field has a specific format based on how its value is specified, which can be used in different scenarios.


Standard Fields

Standard fields are built-in case fields provided in Talkdesk Cases. They are used to collect basic information about the case. If Agents want to add additional information, Administrators need to create custom fields first.

Field Format Description
Requester* Drop-down The person (contact or Agent) making the support request.
Subject* Text The subject of a case, briefly describing what the case is about. The value can contain a maximum of 150 characters.
Description* Multi-line text A description of a case. The value can contain a maximum of 2000 characters.
Group* Drop-down A team of Agents. A member of the team can be the assignee of a case.
Assignee* Drop-down The Agent who has been assigned to a case.
Status* Drop-down

The case status indicates the case’s stage as the Agent handles it. There are six values:

  • image-1.png New: The request is received, but no Agent has been assigned to it. The status will automatically update to “Open” after the case is assigned to an Agent. To change the case status back to “New”, the Agent must unassign the case first.
  • image-2.png Open: The case has been assigned to an Agent and is waiting for further action by the Agent.
  • image-3.png Pending: The assignee is waiting for more information from the requester to help resolve the case.
  • image-4.png On-hold: The assignee is waiting for information or action from someone other than the requester to help resolve the case.
  • image-5.png Resolved: The case has been resolved. A resolved case can be reopened until the case is closed.
  • Closed: The case is complete and cannot be reopened or updated. This value is not available to Agents on the case processing page, as a case can only be closed through automations set by Administrators.
Priority Drop-down The level of urgency that Agents take into consideration when handling cases. This field is an important metric in service level agreement policies, as Administrators can set time targets for cases at different priority levels. Allowed values are: image-6.png/image-7.png/image-8.png/image-9.png.
Type Drop-down The case type helps categorize cases so that Agents can take specific measures in response to different cases. Four values are provided by default: Question, Incident, Problem, and Task. Administrators cannot remove the default values, but are able to add additional values for this field.
Source Drop-down The channel the request comes from.
About Drop-down Indicates what the requester has asked about in a case. Administrators can add, edit, and remove field values.

Custom Fields

Custom fields are used to gather additional information about cases. Administrators can create custom fields of different formats and add them to case forms, so that Agents can use them on the case processing page. For more information, see Creating and Managing Custom Fields and Creating and Managing Case Forms.

After a case is created, Agents can use standard fields and custom fields in the “Properties” section of the case processing page. Some fields come pre-filled with values, depending on the automated rules set by Administrators. Keep in mind that not all case fields may be available on the case processing page. A case field only appears on the case processing page if it meets at least one of the following conditions:

  • The standard fields marked with * in the table above.
  • The case fields added to the “Fields” section in the case form being used for the case.

Note: The property “Tags” and “Form” are displayed in the “Properties” section on the case processing page by default, while they are not considered as case fields on the “Case fields” page.

As a case is being handled, Agents can manually update the values of different fields as needed, while some fields can be automatically changed through automations.

Field Formats

When creating a custom field, Administrators must select its field format, which determines how case values are set. The following table lists all the field formats that Administrators can use in Talkdesk Cases.

Format Description
Drop-down Creates a list of options for Agents to select. After applied, drop-down fields are empty by default. A custom drop-down field can contain a maximum of 2000 values.
Dependent field Creates up to three levels of drop-down lists with each having different options. A dependent field can contain a maximum of 2000 values.
Multi-select Creates a predefined list of multiple options that Agents can select. A multi-select list can contain a maximum of 2000 values.
Text Creates a single-line field for text input.
Multi-line text Creates a multi-line field for text input.
Numeric Creates a field for numeric input. Decimals are not supported. Only positive numbers are allowed. The value can contain a maximum of 16 digits.
Decimal Creates a field for decimal input. Only positive numbers are allowed. The value can contain a maximum of 16 digits before the decimal point and 8 digits after it.
Checkbox Creates a checkbox that is mainly used for “Yes” and “No” values. The field name is the value to be checked. It is not checked by default.
Date Creates a date picker where Agents can choose a date in the past or future.
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