Field types
Custom fields let you capture structured data on tickets beyond the built-in properties. Each field has a type that controls how agents enter its value on the ticket — choosing the right one keeps your data consistent and easy to filter and report on later.
Available types
| Type | What the agent sees | Best for |
|---|---|---|
| Text | A single-line text box | Short free-form values — an order number or external reference ID |
| Textarea | A multi-line text box | Longer notes that don’t fit on one line |
| Numeric | A number box (whole numbers) | Counts you may sort or compare — affected users, seats |
| Decimal | A number box (allows decimals) | Amounts and measurements — an invoice total |
| Dropdown | A single-select list of your options | One value from a fixed set — product area, plan tier |
| Multi-select | A checklist of your options | Several values at once — affected features |
| Checkbox | A single tick box | A yes/no flag — VIP customer, callback requested |
| Date | A date picker | A single calendar date — follow-up or purchase date |
| Regex | A text box validated against a pattern | Values that must match a format — a postcode or SKU |
Choosing a type
- Reach for dropdown or multi-select whenever values should come from a known list — it prevents typos and inconsistent spelling (“Billing” vs “billing”) that make filtering unreliable. Use dropdown for one choice, multi-select for several.
- Use numeric or decimal rather than text when you’ll sort or compare the values.
- Use regex when a value has to follow a strict format — the field rejects anything that doesn’t match your pattern.
- Use checkbox for a single true/false state and date for anything you track against a calendar.
Options and descriptions
Dropdown and multi-select fields carry a list of options you define — keep it short and meaningful so agents apply values consistently. Every field can also carry a short description, shown beneath it on the ticket to tell agents exactly what to enter.