Viewing Case Fields

Administrators can view all standard and custom fields on the “Case fields” page. By default, standard fields are listed above custom fields on this page, marked with the label “Standard”.

There are two tabs on the “Case fields” page.image-0.png

  • Active: Lists all active case fields. Custom fields appear on this tab automatically at creation. To make sure Agents can use an active field to collect case information, Administrators must add it to the “Fields” section of the case form to be used.
  • Inactive: Lists all case fields that have been deactivated. Administrators can reactivate them or delete them permanently on this tab.

For more information about how to manage case fields, see Creating and Managing Custom Fields.

Searching for Case Fields

You can search for case fields by the case field name. Search terms are not case-sensitive.image-1.png

  1. Click image-2.png in the upper-left corner [1].Screenshot_2023-04-06_at_17.40.41.png
  2. In the side panel that appears, click the gear icon image-4.png [2].
  3. On the “Configurations” page, click Case fields [3] on the Manage tab.image-5.png
  4. Enter the name of the case field into the search box [4], and the results appear immediately. Partial matching is supported.

Filtering Case Fields

You can use filters to display case fields by certain criteria.image-6.png

  1. On the “Case fields” page, click Filters [1] on the action bar.image-7.png
  2. In the side panel that appears [2], set filters.
    • “Format”: The format of the case field, such as Drop-down and Text. For more information, see Understanding Case Fields and Field Formats.
    • “Required to resolve a case”: Select Yes or No to include or exclude the case fields required to solve a case in results.
    • “Created by”: The creator of the case field.
  3. Click Apply [3].image-8.png
  4. The badge count on the Filters button indicates the number of filters being applied.image-9.png
  5. To remove all filters, click Filters again, select Clear in the Filters panel, and then click Apply.

Note: Searching and filtering are not mutually exclusive. This means that you can filter case fields in search results and search for case fields using the search box after you apply filters.

Setting Table Options

You can customize displayed properties of cases and reorder columns on the “Case fields” page by setting table options.

  1. On the “Case fields” page, click Table Options [1] on the action bar.
  2. Select either of the following options.
    • Edit columns: Check the properties you want to display in the field list. “Name” must be displayed.
    • Reorder columns: Drag the six-dot icon image-12.png to change the order of field properties in the field list.


  • Some values may be too long to be fully displayed on the “Case fields” page. Hold the pointer over a value to see its full text.
  • Click the upward or downward arrow image-13.png next to properties to sort case fields.
  • Click Export on the action bar to download the case field list as a CSV file. The order of case fields in the CSV file remains consistent with the order on the “Case fields” page.
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