Overview
If you use specialized information in your workflows, you can gather and track the information in your records with custom fields. Custom fields show up in Search and can be included in reports. You can add custom fields to customer records, service location records, jobs, projects, purchase orders, equipment records, employee settings, and technician settings.
Who uses this feature
Administrators and office employees
Applies to all business types
Applies to all trades
Things to know
After adding a custom field, you may need to refresh before you see the new custom field.
Normally, when you book a job, the job type, business unit, campaign, and priority fields auto-populate. However, if you add a custom field to your Call Booking workflow, you'll need to manually set those job details when booking jobs.
After you've added and started using a custom field, you can filter search results with that field.
If you create a custom field for the job record, you can make the custom field required for the Call Booking screen. You can also assign the custom field for specific job types.
If you create a custom field for installed equipment, you can associate the field to an equipment type. After selecting Installed Equipment, select Show on Specific Equipment Types. Then, use the dropdown to associate an equipment type with the custom field.
If you create a custom field for customer memberships, you can include the field on customer-facing membership estimates and invoices generated in the office. After selecting Customer Membership Record, select Display on Office Membership Estimates and Invoices.
Use cases
Create a custom field that stores the year a house was built in the service location record to keep track of how old the homes you service are.
Use an age of equipment field in equipment or service location records to track the age of your customer's equipment. This helps you be proactive about maintenance and replacement.
Add a preferred technician field to customer records to increase customer service and satisfaction.
Track permit numbers in jobs and projects where applicable.
Add the gender of the caller to customer records for marketing purposes.
Add a custom field
Go to the top toolbar and click Settings
.In the side panel, click Operations > Custom Fields.
On the Custom Fields screen, click Add.
Enter a name in the Name field.
Select where you want the field to appear. A field can appear in multiple places.
From the Type dropdown, select the information you want the field to include:
Text: Letters, numbers, and symbols
Dropdown: A list of items to select from:
Enter the first item in the list in the Option 1 field.
Click Click to add option to add another field.
Click and drag the arrows on the side of a field to change the list order.
Click Remove next to a field to delete it from the list.
Note: You can include up to 1,000 options in the Custom Field dropdown.
Numeric: Numbers only.
When you're finished, click Save.
The new field appears on the records or pages you selected.
Manage custom fields
Go to the top toolbar and click Settings
.In the side panel, click Operations > Custom Fields.
On the Custom Fields screen, click Edit next to a custom field to make changes.
Select the checkbox next to a custom field and click Deactivate. This hides the field from records.
To reactivate a custom field, go to the Active column and click the filter icon.
Select Inactive and click Filter.
Select the checkbox next to the field you want to reactivate and click Activate.
Custom field options for the Call Booking screen
You can mark custom fields as required for the Call Booking screen. This helps you ensure compliance when collecting key information from the customer while booking a job. You can also assign a custom field to a specific job type so that only the specified custom fields appear when the job type is selected. This helps reduce the mental load of CSRs and allows for more customization during the job booking process.
Follow the instructions to Add or Edit a custom field.
If Job Record is selected for where the custom field appears, the Display on Call Booking Screen option appears. Select the checkbox to add this custom field to the Call Booking screen.
The make this a required field option appears. Select the checkbox to make this custom field required for the CSR to fill out.
In the Add to job types section, use the dropdown menu to select the Job Types that use the custom field on the Call Booking screen.
Note: If the Job Types field is left blank, the custom field appears for every job type.
When you're finished, click Save.
Use custom fields in reports
You can include custom fields in reports related to where they appear. For example, if you added a custom field to location records, you can include the field in job-related or customer-related reports where location records are used.
Go to the top toolbar and click Reports.
Use the Search field to find your report, or click All Reports in the side panel for a full list.
Click the title of the report you want to run to open it.
On the Report screen, click Edit Columns.
In the Edit Columns form that opens, scroll to the bottom and select the custom fields you want to add.
When you're finished, click Apply.
Run the report.
Your report results include the custom field information.
Want to learn more?
Visit ServiceTitan Academy to enroll in Sales Tracking and Reporting