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Custom fields let you shape each case to match your team's workflow. You can now create custom fields owned by cases as well as people, organisations, and posts and control when they appear using tags, defaults, and required roles.

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In this lesson, we'll cover how to create custom fields for cases. Control when fields appear using case tags. Set default values by user groups and make fields required so submissions can't skip them. Let's dive in.

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First navigate to settings and find Custom fields under System Management. You'll see all your existing custom fields for each feature. Select the tab cases to find your case custom fields. If you haven't organised fields yet, start by adding a section to group related fields.

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Sections don't show anywhere else, but they keep things tidy at scale. For this example, create a section called Invoicing.

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Expand your new section and select Add Fields for an invoicing dispute workflow. Here's what I'll add. File upload called Invoice. Single line text, Invoice number. Number, Amount in dispute. And date, Expected resolution date.

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If we go to cases now and create a new case, we will see these fields will sit at the top of the case ready for triaged by finance or support.

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However, not every case is about invoicing, so not everyone will want to see these. So what can we do about it? Well, we can set up conditional visibility. Let's go back to settings.

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Open the settings for each field and turn on Control visibility. This lets you show the field only when a case has specific tags. We want to show this field when case tags contain invoicing issue. Then we can go ahead and do the same for all the others. For invoice number, we'll also set this one to required as it's critical that we captured this information.

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Now when the field is visible the case can't be submitted or updated without a value. If we go back to our new case and add the tag invoicing issue, the invoicing fields appear. Remove the tag and the fields disappear. This keeps cases clean for non invoicing scenarios. Amazing.

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Some field types support default values that can be targeted by user group. This speeds up triage and keeps data consistent. We'll add a new select field called issue category with options like billing error, duplicate invoice or incorrect amount. If we edit this under default values, we could set the finance team to default to billing era. As this comes up most often.

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Priorities and combinations for single select fields. If a user belongs to multiple groups with different defaults. The topmost group takes priority. For multi-select fields, users in multiple groups inherit all defaults from those groups.

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Custom fields on cases give you precise control over data capture. Use case tags to display fields contextually. Use required rules to enforce quality. Use user group defaults to reduce clicks and keep values consistent. It's flexible, powerful, and designed for efficient case triage.

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That's it for this video. Check out our other guides to unlock the full potential of SwiftFox and streamline your workflow even further.