🎯 Goal: Add the lowercase value ivr to the Type ticket field in Freshdesk so MyOperator can sync tickets correctly.

📚 Table of contents

• When & why to do this
• Prerequisites
• Quick answer (copy‑paste)
• Step‑by‑step in Freshdesk
• Validate the change
• Troubleshooting
• Edge cases & limitations
• Security & governance
• Rollback
• Escalation & support
• Related articles
• Structured data (HowTo + FAQPage)

🧭 When & why to do this

• 🧩 Your MyOperator → Freshdesk workflows expect the Type field to contain ivr.
• ✅ Adding this option keeps downstream automations and integrations consistent.
• 🔤 Case matters: integrations typically compare the exact lowercase string ivr.

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📋 Prerequisites

• ✅ Admin access in Freshdesk
• ✅ Plan/permissions that allow editing Ticket Fields
• 🧪 A test agent account (optional) to verify on the New Ticket form

💡 Tip: If your account uses the older UI, menu names may differ slightly (see Step 1).

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⚡ Quick answer (copy‑paste)

Add this exact value to the Type dropdown:

ivr

✅ Keep it lowercase and ensure there isn’t a duplicate (e.g., IVR, Ivr).

🪜 Step‑by‑step in Freshdesk

1. Open Ticket Fields
• New UI: Admin → Workflows → Ticket Fields
• Classic UI: Admin → Ticket Fields
2. Edit the Type field
   Click Type (dropdown) to open its Choices.
3. Add a new choice
   Click Add New Choice (or + Add) and type ivr (lowercase).
4. Reorder (optional)
   Drag ivr near similar call‑related types if you prefer.
5. Save/Update
   Click Save (and Publish if prompted).

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🧪 Validate the change

1. Agent view: Go to New Ticket → open Type → confirm ivr appears.
2. Create a test ticket: Set Type = ivr, fill required fields, and submit.
3. Integration check (if applicable): Trigger a MyOperator test that should create/update a ticket and verify the value flows through (e.g., in ticket properties or automation logs).

Success looks like:

• The Type dropdown now includes ivr.
• Tickets saved with Type = ivr retain the value and appear in views/automations that filter on it.

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🛠️ Troubleshooting

I don’t see Ticket Fields

• Ensure you are a Freshdesk Admin and your plan supports field customization.

ivr won’t save / I get a validation error

• Remove duplicates like IVR or Ivr first. Ensure the value isn’t reserved by another field.

ivr shows in the form but integrations don’t detect it

• Confirm the value is exactly ivr (lowercase, no trailing spaces).
• Check any automation using the Type field to ensure it compares the lowercase string.

Agents don’t see ivr

• Clear browser cache or switch to an incognito window.
• Confirm the Type field is visible on the relevant Ticket Form/layout in Admin.

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⚖️ Edge cases & limitations

• 🧭 Multiple forms/brands: Add ivr to each relevant ticket form if you use multiple brands or forms.
• 🌐 Translations: If you localize field labels, keep the underlying stored value as ivr.
• 🔐 Role‑based visibility: If agents can’t see Type, review field visibility rules.

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🔒 Security & governance

• 🗂️ Document this change in your field dictionary (source of truth for values).
• 🧪 Add a lightweight automation test that flags any future accidental renaming of ivr.

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🧹 Rollback

• Remove the ivr choice from Type and Save.
• If automations depended on it, disable or update those rules first.

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🆘 Escalation & support

Collect before raising a ticket

• 🖼️ Screenshot/GIF of Ticket Fields → Type showing ivr present (or missing)
• 🔤 The exact value you added (copy/paste)
• 🧭 Your current UI path (Workflows vs Classic) and plan name

Who to contact

• 📮 Freshdesk Support via your portal’s Help section
• ☎️ MyOperator Support if the value still isn’t syncing

What to say

“We added the lowercase value ivr under the Type field in Freshdesk. Integrations expect this value but we observe . Here are screenshots, timestamps, and our plan/UI details.”

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🔗 Related articles

• Freshdesk: Edit the Type ticket field → /kb/freshdesk/edit-type-field
• MyOperator ↔ Freshdesk: Required field values → /kb/myoperator/freshdesk-field-values
• Troubleshoot ticket field visibility & forms → /kb/freshdesk/ticket-form-visibility

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🧱 Structured data (HowTo + FAQPage)

Add these JSON‑LD blocks to your CMS for better search/AI answers.

HowTo

<script type="application/ld+json">{  "@context": "https://schema.org",  "@type": "HowTo",  "name": "Add 'ivr' to the Freshdesk Type field",  "totalTime": "PT10M",  "step": [    {"@type": "HowToStep", "name": "Open Ticket Fields", "text": "Go to Admin → Workflows → Ticket Fields (or Admin → Ticket Fields in Classic UI).", "url": "#steps"},    {"@type": "HowToStep", "name": "Edit Type", "text": "Open the Type field and edit its Choices.", "url": "#steps"},    {"@type": "HowToStep", "name": "Add 'ivr'", "text": "Add a new dropdown choice 'ivr' in lowercase and save.", "url": "#steps"},    {"@type": "HowToStep", "name": "Validate", "text": "Confirm 'ivr' appears on the New Ticket form and in saved tickets.", "url": "#validate"}  ],  "tool": [{"@type": "HowToTool", "name": "Freshdesk Admin"}],  "image": {"@type": "ImageObject", "url": "./images/freshdesk-type-ivr.png", "caption": "Freshdesk Type field editor showing 'ivr' added."}}</script>

FAQPage

<script type="application/ld+json">{  "@context": "https://schema.org",  "@type": "FAQPage",  "mainEntity": [    {"@type": "Question", "name": "Does the value have to be lowercase?", "acceptedAnswer": {"@type": "Answer", "text": "Yes. Use lowercase 'ivr' to match integrations that compare exact values."}},    {"@type": "Question", "name": "What if I use multiple ticket forms?", "acceptedAnswer": {"@type": "Answer", "text": "Add 'ivr' to each relevant form’s Type field or to the shared field configuration if forms are unified."}},    {"@type": "Question", "name": "Agents can’t see the Type field—why?", "acceptedAnswer": {"@type": "Answer", "text": "Review field visibility rules and the page layout for your ticket forms."}}  ]}</script>

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