There are business processes and situations where it is necessary to have additional information about a customer. In EddyDesk, you can create sets of fields for the user and store relevant information in them. For example, internal ID, contract number, job, etc.
This information is displayed as part of the request, it is used for filtering and automation. One example is setting the priority "Urgent" to the requests created by the Directors.
This feature can be widely used in various scenarios, kindly find more details about the functionality in the Knowledge base.