Being able to provide great customer support depends on a lot of different factors. One of them, without question, is having the necessary information needed to give the best possible answer. Therefore, it is a no-brainer that our end users should always receive the adequate tools, allowing them to supply us with these bits of information.

Equally important is that all these bits of information should be displayed in such a manner that our agents can encompass the exact nature of the request, as well as the surrounding circumstances. At the same time, we want our business rules to access these bits of information in order to make use of them.

There are user fields, ticket fields, and organization fields. In this chapter, we will cover all of them and analyze the different types of fields available for us and how we can use them in our project.

This chapter will cover the following topics: