Customizing Case Forms
You can customize both the case forms support reps use to enter cases and the forms customers use to submit cases through the Customer Center. Customizing lets you add fields to capture extra information, or remove or hide fields that your company doesn't need.
To customize the case form support reps use to enter cases:
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Go to Customization > Forms > Entry Forms.
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Click Customize next to Standard Case Form.
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Create a name for this new custom case form.
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To hide a subtab, field, or list, clear the box in the Show column on the Subtabs subtab.
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To add a custom field, click the Custom subtab under the Fields subtab.
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Click Save.
To customize the case form customers use in the Customer Center:
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Go to Customization > Forms > Entry Forms.
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Click Customize next to Standard External Case Form.
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Create a name for this new custom case form.
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To hide a subtab, field, or list, clear the box in the Show column on the Subtabs subtab.
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To add a custom field, click the Custom subtab under the Fields subtab.
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Click Save.