Extra details on tickets

Oct 25, 2026

Support often needs more than a message: a server hostname, a username, a license key, sometimes a root password. WHBMP asks for these on the ticket form with the same Client Custom Fields you use elsewhere, so there is nothing new to learn.

Add a field for tickets

Open Settings > Client Custom Fields.
Fill in Field Name, for example Server hostname, and choose a Field Type: Text Box, Text Area, Dropdown, Tick Box or Password Field.
Set Used on:
- Client profile and order form is how fields always worked.
- Support ticket only asks it on tickets and nowhere else. It never appears on the client profile, the order form or invoices.
- Client profile, order form and support ticket does both.
For a ticket field, tick the support departments that ask it. Tick none to ask it in every department.
Use Required Field, Description (shown under the field) and Validation Rule as for any custom field.

Example for a License Support department: Server hostname, Root username, Root password (Password Field) and Control panel URL, all set to Support ticket only and ticked for License Support. Sales ticks nothing, so it asks nothing extra.

On the ticket form

The fields appear after the message. When the person changes the department, the fields for that department appear and the others disappear; hidden fields are not sent. This works on the signed-in client's Open New Ticket page and on the public form (see Tickets without an account).

What staff see

A Details provided card on the ticket lists every answer. Ordinary answers show as text.

A Password Field answer is encrypted in the database and shown as dots. A staff member who holds the Reveal passwords permission clicks Reveal to read it, and every reveal is written to the activity log (Settings > System Logs) with who and when. Staff without the permission see the dots only.

Who may reveal passwords

Open Settings > Security & Roles, edit a role and tick Reveal passwords people send with tickets. Nobody has it until you grant it (Super Admin always does). Give it only to the staff who really need it.

How long passwords are kept

On a ticket opened without an account, passwords are erased as soon as the ticket is closed. The other answers stay.
On a ticket from a signed-in client, answers stay with the ticket. Install the Password Vault plugin to let clients keep their passwords in their own account and reuse them (see Password Vault).

Good to know

Encryption uses your installation's application key (APP_KEY in the .env file). Keep that file private. If the key is ever changed, passwords saved earlier can no longer be read.
Tell people to use a temporary password and change it afterwards. A note in the field's Description is a good place for that.