Creating fields
Custom fields let you record the specific details your team needs on each ticket — an order number, a product area, a follow-up date — in a consistent place rather than buried in the conversation. Once created, a field appears on tickets for your agents to fill in.
Create a field
- Go to Settings → Tickets → Custom fields.
- Add a new field.
- Choose a type (text, number, dropdown, date, or checkbox) that fits the data — see Field types.
- Give the field a clear name your agents will recognize.
- If the field is a dropdown, define its list of options.
- Decide whether the field is required, so agents must complete it.
- Save.
Ordering fields
You can arrange your custom fields so the most important ones appear first on the ticket. A sensible order helps agents fill them in quickly and consistently.
Editing and removing
You can update a field’s name, options, or required setting at any time. If you remove a field, data already stored on existing tickets isn’t retroactively erased — but the field stops appearing on new and existing tickets, so remove one only when your team no longer needs to capture it.
Tips
- Keep fields to what you’ll actually use or report on; too many fields slow agents down.
- Prefer dropdowns over free text when the value should be consistent across tickets.