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Custom Field behavior when Visibility is Staff Only

Posted: Mon Jul 21, 2025 2:25 pm
by syamak
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I created a custom field called "Ticket Type" and set its visibility to staff only. I selected the type as Radio Button and added three values: Standard, Hotfix, and Enchancement. I want the Standard option to be the default when a customer opens a new ticket, but it defaults to blank. I didn't select the "Do not select a default option" option. Shouldn't the first option be selected by default if I don't select it?

Re: Custom Field behavior when Visibility is Staff Only

Posted: Mon Jul 21, 2025 4:11 pm
by Klemen
Staff-only custom fields do not appear (and are not processed) from the customer side, that's why it shows an empty one (no data).

Re: Custom Field behavior when Visibility is Staff Only

Posted: Wed Jul 23, 2025 9:14 am
by syamak
Is it possible to save a field like this (radio button and select box) with a default value, with Visibility set to Staff Only?

Re: Custom Field behavior when Visibility is Staff Only

Posted: Fri Jul 25, 2025 2:18 pm
by Klemen
There is no built-in option to do that.

What you can save is a "hidden" field which can have a default value and is not visible to cutomers, but it shows up as a text box (not radio) to staff.