Custom Fields
Add your own fields to tickets to capture information that matters to your business
Custom fields let you extend tickets with information specific to your business — things like account tier, product area, job number, or any other detail that your team needs to track.
Once configured, custom fields appear in the ticket detail panel where agents can fill them in and update them at any time. Field values are stored per ticket and included in the ticket's audit trail whenever they change.
Field types
| Type | Use it for |
|---|---|
| Text | Free-form input — notes, references, short descriptions |
| Number | Numeric values — quantities, job numbers, dollar amounts |
| Select | A single choice from a fixed list of options |
| Multi-select | One or more choices from a fixed list |
| Date | A calendar date — due dates, appointment dates, contract end dates |
| Checkbox | A yes/no toggle — flagging, approvals, binary states |
Managing custom fields
Go to Settings → Custom Fields to create, edit, and reorder fields. Only owners and admins can manage field definitions.
Adding a field
- Click Add field
- Enter a field name — this is what agents see in the ticket panel
- Choose a field type
- For Select and Multi-select fields, add your list of options — you can add more options later
- Toggle Required on if the field must be filled in before a ticket can be resolved
- Click Save
The field is immediately available on all tickets in your organisation.
Editing a field
Click the edit icon next to any field to change its name, options (for select types), or required setting. You cannot change a field's type after it has been created — if you need a different type, deactivate the old field and create a new one.
Reordering fields
Drag fields up or down to change the order they appear in the ticket panel. Click Save order to confirm.
Deactivating a field
Click Deactivate next to a field to hide it from new tickets. Existing ticket values are preserved and still visible in the ticket history — deactivating does not delete data.
Deactivated fields can be reactivated at any time. Their historical values on existing tickets are always retained.
Using custom fields on tickets
Custom fields appear in the Fields section of the ticket detail panel on the right-hand side. Agents can click any field to edit its value. Changes are saved immediately and recorded in the ticket's activity log with the previous and new values.
Required fields are marked with an asterisk. If you have required fields, check that they are filled in before resolving a ticket.