Why does the new request form show a field that isn’t in Admin Center?

Question

I can see a ticket field on the request form in the Help Center, but I can't find it when I search for it in Admin Center. Why does this happen?

Answer

Ticket fields can have a Display name and a Title shown to customers. Display name is the primary name of the field seen by agents and admins, and Title shown to customers is the name that appears to customers.

When you create or edit ticket fields, the option Title shown to customers appears when Permissions are set to Customer can edit or Customer can view.

When you search for the field in Admin Center, use the Display name value instead of the value assigned to Title shown to customers.

For more information, see Adding custom ticket fields to your tickets and forms.