A quick walkthrough to build dependent Choice Lists in Tickets. You’ll create a parent list (Service) and a child list (Integration), bulk-add their options, and link each child option to the parent value “Integration.” Then you’ll add two fields to the Tickets app: Service (Choice List: Service) and Integration (Choice List: Integration, Parent: Service). In use, when Service = Integration, the Integration field unlocks sub-options (Email, Voice, Documents); otherwise it stays inactive—keeping ticket data precise and easy to route.

A quick walkthrough to add and use an Affected Version text field in Tickets. You’ll create the field (with a 20-character cap and hint), optionally include it in Global Search, and log a bug ticket using it (e.g., 2.1.0). Then you’ll find related issues with a contains filter across list/Rolodex/board views and jump to records via Global Search. Finally, you’ll enforce consistency by adding a Form Rule that requires the field when Type = Bug.

In this video, I walk you through adding a "needs customer reply" checkbox to our tickets app, which will help us track cases waiting for customer responses. I demonstrate how to create the checkbox, customize its labels, and integrate it into our saved views and dashboard. Additionally, I show you how to export the filtered list of tickets for analysis. Please make sure to implement this feature and keep an eye on the tickets that require customer follow-up. This process is straightforward and will enhance our workflow significantly.