Reply Editor

To start a reply, click the Reply button in the ticket toolbar. The reply composer will open above the latest message.

• A rich text editor (WYSIWYG) is used — you can format your message with bold, italics, links, lists, quotes, etc.
• Drafts are saved automatically as you type

Attaching Files

• Click Attach File (paperclip icon) below the editor to upload one or more files
• Supported formats include images, PDFs, documents, etc.
• Attached files are sent with your message and appear in the ticket history

📎 Attachment Reminder

Helprace alerts you if your message refers to an attachment, but no file has been added.

• Trigger words include: attached, attachment, see file, etc.
• When triggered:
  • The Attach File link is highlighted in red
  • The paperclip icon is underlined

This is a visual reminder only — you can still submit the reply if needed.

Submitting the Reply

Use the orange Submit as… button below the editor to send your message and update the ticket status in one step.

• Click the dropdown to select the desired status: Open, Pending, On-hold, or Solved
• You can also mark one of these as your default action
• Click the button to send the reply and apply the selected status

Reply Types

In addition to replying publicly, you can also add internal notes visible only to other agents:

• Switch to Note using the toggle icon in the top-left corner of the reply panel
• Notes are added to the ticket timeline but are not sent to the requester

Shortcuts

• Ctrl / Cmd + Enter — Submit the reply using the default status
• Esc — Leave the reply editor for further shortcuts

In the above example, chrystalfowler@example is the default address.

How do you check what address the message came from?

1. Look at the Requester below the ticket subject. That is where the agent's reply will be sent to.

Let's say janesmith@example is the default address but the ticket was sent from jane@example, a non-default address. The reply will be sent to jane@example.

2. Click on the chevron by the name or envelope icon. The block will give you information about the original email that became your ticket, or its reply.

You'll see the Mailbox, From, To, CC, BCC, and Subject.

3. Click Show Original to the right of a ticket message.

Click Headers.

Learn more: When I send or receive an email in Helprace, who is it from? and Setting the return email address in ticket replies

At times you may not know the customer's email address or even their name, just a phone number to go by.

Helprace allows you to a ticket with just a name (first, last or both), phone number or email.

1. Click on the + button to the left
2. Select   Ticket
3. The "To" field accepts various input formats:
   • user's first and/or last name
   • phone number
   • email
4. If a user with these details already exists in your system, you'll see them in the  drop-down as you type.
   Select them or their specific email / phone number to start composing a ticket.

Tip: You can enter the phone number in any format (there are no restrictions). However we recommend using a consistent format, e.g. the international format: +1234567890 (plus is mandatory; spaces, hyphens and brackets are optional)

Until you add an email address, you won't be able to add a ticket reply as there's nowhere to send it. Instead, you'll be able to add internal notes and log any details that way. Add an email address to the requester's profile any time to email them.

This is done by showing the number of tickets in a badge counter within the favicon and on the Tickets button in the menu:

By default every agent is subscribed to the "All Unsolved" filter.

You can "subscribe" to any number of shared and private filters in any combination.

To subscribe to a filter click on the ⋮ button and check 'Counter'.

Counter badges in your favicon and Tickets button will show the total number of unique tickets within the filters you're subscribed to.

If the total number of tickets is 100 or more, the badge counter will show '99+'.

Numbers don't seem to add up?

Every ticket only counts once. E.g. if you're subscribed to two filters that have 3 and 5 tickets respectively with 2 tickets in common, you'll see 6 (= 3 + 5 - 2) in the counter, not 8 (= 3 + 5).

Browser compatibility

The favicon counter works in Chrome, Firefox, Opera, IE11+ and Edge.

The button counter works in all browsers.

Forwarding a ticket

Select "Forward" from the  menu above the ticket:

Forwarding a ticket reply

Select "Forward" from the  menu beside the desired reply:

Enter the email address of the person you'd like to forward to. Start typing a name or email to see suggestions and pick from list. You can also add CCs to your message.

The forwarded message will include all attachments and formatting as specified in the ticket, or ticket reply.

The requester (or original CCs) will not get any notification that their messages were forwarded.

Important: If the ticket status is Open with the reminder set, the function won't work. A ticket reminder removes the ticket from your "Unsolved" filter (where New and Open tickets are) to have it reappear when you need it again. 

On a Pending, On-hold or Solved ticket, the reminder is set immediately without the need to submit the ticket. The reminder will reopen the ticket when the time comes.

Setting a reminder

• To set a reminder click on the clock in ticket view and select a preset date/time or choose a custom date/time.
• Submit the ticket as Pending, On-hold or Solved before or after setting the reminder.

Tip: Consider setting your default action on submit as Solved, Pending or On-hold to ensure that reminders are assigned automatically when you make changes (ie, add a tag) to the ticket.

Cancelling a reminder

If there's an active reminder on a ticket, you can hover the clock to see its details.

To cancel a reminder click on the clock and select 'Cancel'.

Configuring presets

Click on the clock and scroll through the preset list.

Select 'Customize' at the bottom.

Select what presets you want to appear in the reminder menu.

More options

All Events

Click All Events (top right of ticket thread) to see what time and date a reminder was set, and when the ticket was reopened by a Reminder:

Search and filters

You can search for tickets that have a reminder set or create a filter (Learn more about filters)

Show all tickets with a reminder:

has:reminder

Show all tickets with a reminder scheduled within next 30 days:

reminder_date:[NOW TO NOW+30DAYS]

Macros

You can add a reminder to a macro. For example, you may want to reply to a ticket with a preset message and reopen it at a set time in the future if you get no response.

Instant / time based rules

A reminder can be set or cancelled automatically by an instant or time based rule.

Notification badge of upcoming reminders

You can set a ticket badge and filter for tickets that are within 1 hour of exiting the reminder queue.

Just set the following filter:

And enable the counter:

Signatures are personal and associated with the agent. I.e., each agent has their own collection of signatures.

If you need to create a unified signature for all agents at once, check this article instead: Adding a shared signature to ticket replies

Creating your first signature

Open a ticket.

Click the Reply button.

When signatures are minimized, you'll see the   button. Click it to expand the signature area.

If you do not have any signatures yet, you'll see "No signature. Add". Click Add to create your first signature.

1. Signature title. It's seen only to you. Use a title that will let you easily identify this signature in the list.
2. Signature body. Helprace doesn't add any text before or after the signature, so if you need the "--" text at the beginning, add it yourself.
3. Placeholders. You can use placeholders in the signatures. For a list of available placeholders check Helprace email placeholder guide
4. Mailboxes. You can assign your signature to one or multiple mailboxes. This will set this signature by default when you're replying from a particular mailbox.

Lastly, you can always select the signature manually as shown in the next step.

Selecting a signature

When replying to a ticket, expand the signature by clicking the   button.

Click on the button with two arrows and select a desired signature from the list.

Editing a signature

In a ticket expand the signature by clicking the   button.

Click on the button with two arrows and select "Manage Signatures".

Click on a signature to edit it, make your changes and click Save.

You can rearrange signatures in the list. This will affect the order of signatures in the menu.

You will not see the signature in your conversation thread. Rest assured, it's there, hidden from view!

You can enable this feature for every mailbox separately. Go to  Settings > TICKETS > Mailboxes and select a desired mailbox to get started.

Add a desired email address (or multiple addresses separated by commas) to the Auto BCC field and every email sent to customers will be sent as a blind copy to that address.

You can define SLA service targets so that you and your agents can monitor your service performance and meet your service level goals.

To do this, go to  Settings > TICKETS > SLA

Turn on some of the pre-defined SLA rules or create your own.

Click on a rule to edit its conditions.

If any ticket(s) fail to meet service level targets, an appropriate SLA rule will appear in the left sidebar in Ticket list view. This way, you'll promptly be able to identify and address the problem. If no SLA rule target is violated, it won't appear on the Tickets page.

You can use placeholders in email templates. Learn more

You have complete control over the way emails look when someone updates a ticket or adds a reply to it.

To edit the template go to  Settings > TICKETS > Settings page.

Scroll down to Email Templates.

You'll find the HTML Template there.

Please make sure you keep the opening and closing <body> tags and {$content} placeholder.

When a trigger needs to send an email, the HTML Template is loaded and the {$content} placeholder is replaced with the email template of the trigger.

If you wish to edit specific notifications, refer to this guide: Editing ticket notifications

You might want to check that the template doesn't contain any errors before saving it. Try checking it using HTML Email Check and Validation Tool (3rd party service).

One way you can improve your agents’ productivity is by using canned replies. Canned replies are customizable canned responses that allow you to automatically populate your replies with a single click.

If your support agents find themselves writing out the same response over and over again, it may be a sign to create a canned reply. A canned reply allows you to use the response when the same (or similar) issue comes up again.

Using canned replies

While in a ticket, can click on the lighting bolt button.

Start typing to search for a desired canned reply or folder by its title. You can also navigate through folders using your mouse or keyboard.

Select an appropriate canned reply when you've found it.

It will populate the reply text.

Submit the ticket to send the reply.

Creating canned replies

1. Open the desired ticket you wish to add a canned reply to.
2. Click the lighting bolt button. Scroll to the bottom and select Manage Macros.

Point to the   Wrench and select Macros to manage all your macros. You can edit, delete them, place them in folders. Macros are automatically arranged in alphabetical order.

Tip: You can use placeholders in macro replies. Click Show placeholder details under the message box to see available placeholders. Alternatively, you can refer to the Helprace placeholder guide.

Point to the   Wrench and select Tags. You can:

• Create new tags
• Edit tag name
• Change tag color
• Merge multiple tags into one
• Search for tickets by tag(s)
• Delete tags
• Sort tags

There are two sets of tags: Ticket Tags and Community Tags (Knowledge Base tags are shown here, too). They are not related. Even if your ticket and community/knowledge base tags have identical names, editing/merging/deleting one tag type will not affect the other. This is because ticket tags are strictly internal and would never be shown to your customers, while tags for community and knowledge base can be public or internal depending on your user portal settings. If you're interested in working with community/kb tags, check this article instead: Manage community and knowledge base tags

Create new tags

Click + to add a new tag. Give it a name, select a desired color and click save.

Add tags to tickets

It's not necessary to head to the tags management page every time you want to create a tag. You can easily create them when creating or updating a ticket.

If a ticket doesn't have any tags, you can add them by clicking on the Tags icon.

You can type one or multiple tags separated by commas or select them from suggested list.

Click Submit to save your changes.

Edit tag name or change its color

To edit a tag:

1. Select a tag.
2. Click on the Edit button.
3. Change tag name or color.
4. Click Save.

You can only edit one tag at a time.

Merge tags

1. Click on tags that you wish to merge.
2. Click on the Merge button.
3. Type a desired name and color of the resulting merged tag.

As a result of the merge, all tickets/topics that had at least one of the selected tags will be assigned a new tag name and color.

Search for tickets by tag(s)

1. Select one or multiple tags.
2. Click the Bulleted List button.
3. You'll see a clickable list of tickets that have at least one of the selected tags (OR logic).

Note. You can also search tickets by tags in the   Tickets page in the admin panel by typing tag:tagname in the search field. See Helprace search guide for more information.

You can also click on a tag when viewing a ticket. This will open a list of tickets that have that tag.

Delete tags

1. Select tags you wish to delete
2. Click Delete button.

Please note that deleted tags will be removed from all tickets they were assigned to. This action is irreversible.

Sorting

Tags are sorted by usage by default. Tags that are assigned to most number of tickets/topics are shown at the beginning. Click on the sorting option on the right to sort by name or change the order of sorting.

To edit an email template go to  Settings > TICKETS > Rules & Notifications and click on a matching rule. See the list of triggers and automations responsible for sending various emails below.

Please note that this article only explains how default unaltered rules work. If you do not see a "Default" text to the right of a rule, the rule may behave differently than described in this article. For more information about triggers and automations see: Triggers, Automations.

Triggers

Notify requester about public reply

This is the most important trigger. If you remove it, you won't send emails to customers.

Sends agent's reply to the customer (requester) when agent responds to their ticket or when agent starts a new ticket with them.

Notify agent about any reply

Sends customer's reply to the assignee (i.e. agent the ticket is assigned to).

Sends note added by another agent to the assignee.

Notify agent of assignment

Sends agent an email when a ticket is assigned (manually or automatically) to them.

Notify all agents of received request

Sends details on a new ticket to all agents if the ticket is unassigned.

Auto Reply

Disabled by default.

Sends a confirmation to the customer that their ticket has been received. Includes a link to the ticket in customer's area in the user portal.

Automations

Request customer satisfaction rating

Only appears when Customer Satisfaction option is turned on.

Sends a request to the customer asking to rate customer service experience in 24 hours after ticket has been solved (once per ticket).

Editing templates

Use placeholders to insert variables such as customer name or link to ticket. Learn more

You can edit templates in a visual editor or in HTML source mode.

If you think you messed up your triggers/automations, you can reset them at any time. Please note that the reset function deletes all your changes, all your custom-built triggers and restores default triggers.

Multiple templates per trigger (Requester and CC)

You might have noticed that some triggers include two templates in the Actions section:

• Notifications:Email user (Requester)
• Notifications:Email user (CC)

The first template (Requester) is used to send emails to the customer. The second template is for sending emails to CCs added to the ticket. You can change these templates independently.

You can enable an Auto Reply on the  Settings > Rules & Notifications > Instant page in your admin panel. It is deactivated by default. Click on the ⋮ button to the right of the "Auto Reply" trigger and select "Activate".

Click on the trigger if you wish to edit the auto reply message template.

• Create a new ticket from the reply / note
• View original email source
• Edit a reply / note
• Delete a note
• Hide a reply from user

What does each option do exactly? Read on:

Create a new ticket from the reply / note

This is a useful function to have when you have multiple unrelated questions within one ticket.

Selecting the "New Ticket" option creates a new ticket from the reply. This doesn't trigger a notification to the user, so you can easily continue the conversation in separate ticket threads.

View original email source

If a reply has arrived via email, you can check the original email headers and source.

This option won't appear if the reply origin happens to be different, e.g. it's been added via API, user portal or by an agent.

Edit a reply / note

Use this option to redact sensitive information from ticket.

Users will see the final edited version of the reply in their correspondence and in the User Portal. Agents can check the initial version of the reply, as well as who modified it and when.

Delete a note

Deleted notes get hidden from normal ticket view.

It appears in the All Events mode though. Agents can read the note, see the who deleted it and when, as well as undelete (restore) the note from there.

Please note that deleting a reply is not possible. Use the "Hide" option instead.

Hide a reply from user

Use this with duplicate or unwanted replies. It removes the reply from user view and any outgoing emails.

A hidden reply is visible (though greyed out) to agents. Agents can unhide (restore) a reply if necessary.

Go to the Tickets page in the Admin Panel.

Select desired tickets by clicking the checkboxes to the left of the ticket.

You can also select all tickets on the current page by clicking the checkbox to the left of the Bulk Actions button.

Click on Bulk Actions and select Edit.

Make the required changes to your tickets. You can also add a reply, note or apply a macro.

CC & Tags

When updating CCs & tags you'll notice multiple fields. Here's how they work:

• Tags: Add / CCs: Add - adds specified CC/tags to selected tickets. Existing CC/tags will be preserved.
• Tags: Set / CCs: Add - removes all CC/tags from selected tickets and adds specified CC/tags.
• Tags: Remove / CCs: Remove - removes specified CC/tags from selected tickets. All other tags are preserved.

Please note that changes to CCs and tags are applied in the same order as they appear in the window.

Enabling auto-assignment

Go to  Settings > TICKETS > Triggers page.

You'll see the trigger "Auto-assign ticket to the least busy agent" (it is disabled by default).

Activate the trigger.

Move it to the top of the active triggers list.

Auto-assign options

There are two ways in which tickets can be automatically assigned to agents: 

• Least busy. Ticket will be assigned to the agent that has the least amount of Open tickets assigned to them.
• Round-robin. Tickets are distributed in a circular order among agents.

Auto-assign only assigns tickets to agents. Admins and owners are excluded.

Please note that tickets won't be assigned to agents that have never logged in to the system. This is to avoid handing out tickets to inactive agents. The same is true for agents who have been blocked.

The Merge feature in Helprace lets you consolidate these tickets into one.

How to merge tickets

• Go to   Tickets
• Open a ticket you wish to merge into.
• Click on a ticket you wish to merge and close on the right panel under Previous Interactions.

• That will open a preview of the ticket with a Merge button on the upper left.

Merge only when you're ready. Once you hit the Merge button, there's no going back!

What happens when you merge a ticket into another

This is what happens when you merge tickets together (an "original ticket"  is merged into a "destination ticket"):

• Original ticket is marked as closed
• A note with a link to the destination ticket is added to the original ticket, and vice versa

Please note that you can only merge tickets from the same user. If you wish to merge two tickets from different users (e.g. one person sending two tickets from two emails), there are two ways of doing that:

• You can change requester of one of the tickets, so that both tickets belong to the same user.
• You can go to the People page and merge those users.

Please note that merging topics into tickets is not possible at this time.

• Reports overview
  • Tickets report
  • Productivity report
  • Happiness report
  • Team report
• Using reports
  • Hover for more details
  • Custom dates
  • Comparing date ranges
  • Business hours
• Views
  • Add
  • Select
  • Edit
  • Delete
• Printing
• Real time reports
• Sharing reports

Reports overview

Reports help you keep track of ticket volumes, busy periods, response time, team and individual agent performance. Reports are accessible to all agents in your Helprace and can be called up by the Reports drop down menu at the top.

From there, you'll be able to select between a number of report types:

Tickets report

The Tickets report displays how ticket volume is carried across days and times. It shows what's being automated (triggers and automations), what macros and canned replies are most being used by agents.

Productivity report

The Productivity report analyzes how efficient your team is at reaching support goals. How much time and responses are needed to answer and solve tickets.

The productivity report consists of the following metrics:

• Response Time - how long users normally wait for an agent’s response.
• First Response Time - how long it takes for agents to respond to a user’s first message.
• Resolution Time - the average time it takes to solve a ticket.
• Replies to Solve - how many responses needed before a ticket is solved.

Happiness report

Shows an overview of all customer satisfaction ratings. See how many customers are satisfied with your support relative to the ones that aren't. You can also see satisfaction ratings for a specified period or preview individual tickets that scored good or bad.

Clicking on a ticket number will open full ticket thread for your review.

Note: You must enable satisfaction ratings to see the Happiness report.

Team report

Shows all reports according to a particular team or member. Zero in on how many users a particular agent has helped relative to the whole team. Look through the conversation and open up specific tickets without leaving the page.

Clicking on an agent at the bottom of the screen opens complete report on their ticket activity.

Using reports

Hover for more details

Not sure what a certain metric means? Not sure how something is calculated?

Hovering on a certain report metric or chart title will show a popup with a detailed description.

Custom dates

Click on the date at the top right of your report. You can set a preset or custom date range for your report next to Date Range. Selecting a preset e.g. Last Month / This Year or choosing a custom period will showcase data for that period.

Comparing date ranges

Compare your reports to a previous period or select a custom date range.

Tip: Previous period compares the same date range immediately before the date selected. For example, selecting Last Month will compare against the month before that, and selecting Last Year will compare against the year before that.

Selecting Compare Previous Period will show a gray graph on line charts showing data for the previous period. If there's any data to be compared, the tables will display a figure under Δ%, which indicates how certain metrics changed compared to the previous period.

If you select a pre-defined Date Range from the drop down, e.g. Last Month, a complete preceding month will be selected as previous period. E.g. if it's February (28 days), Previous Period will have entire January selected (31 days).

If you wish to compare equal number of days, select start and end dates in Date Range rather than a preset.

Business hours

Business hours are days and times for when your office is open. Configuring business hours is recommended for offices that don't operate 24/7. If the option is enabled, reports won't track performance when your office is closed. For example, if you're open between 9am - 5pm, a customer opens a ticket at 4am and an agent responds to it at 10am the next day, this ticket's first response time would be 1 hour. If business hours are disabled, it would be 6 hours instead.

Example without business hours configured:

The same data with business hours:

Business hours are disabled by default. Go to Settings > General > Business Hours to specify your office time zone and working hours. When you return to reports, the Business Hours option will be enabled.

Views

Views allow you to filter reports by inbox, tags, type, priority and channel. You can edit and save them any time. This keeps important metrics at your fingertips.

Add

1. Click on the ••• button and select Add View.
   
   
2. Give it a title.
3. Select desired conditions. The view will include tickets that match all of the conditions (AND logic).
4. Click Save.

Once you created a view, it will be selected automatically.

Select

If no views are selected, you'll see Views on the top left corner of your report. Click and select a desired view (if you have any available).

Select Clear to deselect the current view.

The last selected view is saved. If you revisit the reports page later, the last selected view will be pre-selected.

Edit

1. Select the view you wish to edit.
2. Click on the ••• button and select Edit.
3. Make desired changes and click Save.

The view and reports will be updated immediately.

Delete

1. Select the view you wish to delete.
2. Click on ••• and select Delete.

Printing

Clicking the print icon in the upper right corner of your report opens your browser's printing preview dialogue. The printed version will include all data shown on the page including chars and lists.

Select the desired printing settings and click Print to go ahead.

Real time reports

Reports run in real-time. When you run a report, you're looking at the most current data.

Sharing reports

To share a report with a colleague who has access to your Helprace admin panel, simply copy-paste the URL from the browser address bar. The link includes all report settings you've selected: dates, view, etc. and your colleague will see what you see.

Setting up

Go to   Settings > TICKETS > Fields. Here you can deactivate and reactivate some of the system fields. You can add, manage and customize your own fields.

Types of fields

System fields

You'll notice two fields labeled "System" called Priority and Type. These are internal.

The priority color denotes urgency and can be seen in ticket list. Both Priority and Type can be seen on top right of a ticket conversation. You can use these in bulk actions, rules (triggers/automation), macros, apps and reports. You can disable them, as well.

Custom fields

• Single-line text
• Multi-line text
• Dropdown
• Checkbox
• Checkbox list
• Number (for whole numbers)
• Decimal (for both decimal fractions and whole numbers)
• Date
• Regular Expression (JavaScript regular expressions are supported)

Display options

Custom fields have separate display options settings for agents and users. Here is how they work.

Agents

• Visible - Field is visible to agents.
  When adding a new ticket, this field won't show up unless it is also Editable. Agents will see the field in an existing ticket as long as it's editable or contains a value.
• Editable - Field can be filled in by agents when they create or edit tickets.
• Required - Field must not be blank when agent submits ticket as Solved. As long as the ticket isn't submitted as Solved, agents can freely reply to and update tickets without being asked to fill in required fields.

Ticket with an empty required field can be marked as solved with a trigger or automation (if you have one).

Users

• Visible - Field is visible to user when viewing ticket in the user portal.
  This field won't appear in the Submit a Request form, unless it is also Editable. Users will see this field in their profile page as long as it has a value or is Editable.
• Editable - Field can be filled in by the user when submitting a ticket. Users can't change it later on.
• Required - Field must not be blank when user submits the ticket.

Titles & descriptions

This is optional, and lets you set a title and description of the field. It turns on when you make a field visible for your end-users.

Adding a custom field

1. Click Add Field.
2. Select field type.
3. Give it a title. The same title will appear in the user area as well as in agent's ticket view.
4. Set field display options for agents and users.
5. Configure additional field options if available (depends on field type).
   • Time-saving tip: If you're adding a Dropdown or Checkbox List field, pressing enter after typing in an option creates a new option. Click X beside the field to remove an option.
6. Click Save.

Field placeholders

You can call up an appropriate filter via placeholders. This allow you to refer to fields and their values in rules & notifications, macros, custom apps, etc.

{$ticket.fields}

Lists all fields with values selected. Only fields visible to user will be shown.

{$ticket.fields.ID.name}

Name of field corresponding to its ID number (see Settings > Fields). Only fields visible to user will be shown.

{$ticket.fields.ID.value}

Value of field corresponding to its ID number (see Settings > Fields). Only fields visible to user will be shown.

See Helprace placeholder guide

Disabling and deleting fields

If you disable a custom field, data from the custom field is preserved but not displayed in ticket / user view. The field will be displayed again (according to field settings) if you re-enable it.

If you delete a custom field, all its data gets erased for good.

The same is true if you delete or rename an option in a Dropdown or Checkbox List field. That option gets removed and unselected if it was previously selected.

Reorder fields via drag'n'drop. Their order in the settings page is how they'll show up for agents and users.

Custom fields are not saved to drafts. Make sure you submit your ticket to save changes to custom fields.

Regular expression examples

Here are some examples of regular expressions you can use.

Actions with fields

Searching with fields

You can search for specified custom field name and and label name that has been selected.

Say you create a field named Department. It's a dropdown type: Talent, Contact, Sales.

To list tickets with Talent value:

custom_fields:(Department AND Talent)

One exception is a Checkbox List. If you want to see tickets with a combination of values selected:

custom_fields:(Department AND Talent) AND custom_fields:(Department AND Sales)

This works for all field types. Just use the specified name of your value.

Adding a field as a filter

Add your search as a filter by clicking the ... button beside the search bar.

Unfortunately, custom fields are not available in reports, macros or business rules.