Custom fields land in tickets

You can now add custom fields to tickets in Text. Drop in a "Priority tier" dropdown, an "Order ID" text field, a "Region" selector, or whatever your workflow calls for. The fields show up on the ticket and stay structured.

Add the fields your process actually needs

Until now, the only ways to track ticket-specific data were tags (free-form, easy to abuse) and notes (free-form, easy to miss). That was fine for small teams. For anyone running a real support process, it broke down fast.

Custom fields replace the workarounds. Each field has a type, a name, and lives on every ticket where it's relevant. Same field, same place, every time.

Workflows and AI agent skills can read and write these fields, so an automation can fill them in without anyone typing. A ticket created from a chat about a defective order can have its Order ID, Region, and Priority tier populated automatically based on the conversation context.

Structure is the input to everything else

Structured data is the input to everything else. Reports, routing, automations, the AI agent's understanding of your workflow - all of it depends on the data being where the system expects it. Tags and notes look like data, but they're text. Custom fields are actual structure.

This is also what unlocks downstream work. When your tickets carry consistent metadata, the AI agent can reason about them. The workflow engine can route them. The reports can roll them up. None of that works on free-text.

Learn more about custom fields.

When the system knows the customer

For ecommerce teams, the most valuable ticket metadata is the one that connects support to revenue: Order ID, account tier, lifetime value, repeat-customer status. Custom fields let teams capture that data once, consistently, and then act on it across every conversation. A VIP customer who needs help with a $400 cart gets handled like one, because the system knows.