Create custom fields to store additional information about tickets, requesters, and organizations in the ticket details.
Think about the purpose of your custom field and the data it’ll contain. You can go with, for example, order number, order details, contact ID, requester’s website, delivery date, credit card number, social security number, requester’s age, shipping address, deal worth, and so on.
Custom fields will be visible in the ticket details, making it easier for you to work on the case and give the best answers.
Creating custom fields
To create your first custom fields, go to the Settings -> Ticketing -> Custom fields. Then, you can see the main dashboard for managing your custom fields.
Click on the New custom field button in the top right corner to begin.
Remember that only Admins can create custom fields.
Display name
First, add a display name for your custom field. The display name will be visible in the custom field list and in the ticket details.
Choose a clear, descriptive name that reflects the type of data the field will store, such as order number, order details, contact ID, requester’s website, delivery date, requester’s age, shipping address, or deal worth.
Assigned to
This field defines which teams have access to the custom field you create. This setting relates to the access (that is, visibility) of custom field values in the ticket details, depending on the team selected.
Select the teams that can browse custom fields in tickets.
Type
Next, choose the type of custom field. You can choose from the following options:
Single-line - max. 28 characters
Multi-line - max. 480 characters
Link - https://website.com format
Date - date picker with YYYY-MM-DD format
Single-choice list - select one option from a predefined list of values
The custom field type can’t be changed after the custom field is created!
Who can update this field?
In this setting, you need to decide who can change the custom field value in the ticket details. You can choose from three options:
Admins only
Admins and Members
No one (API integration) — your custom field will be populated with data through a dedicated integration created using the API documentation. As a result, Admins and Members won’t be able to manually edit the values.
When you’re done setting up your custom field, click on the Create custom field button. The custom field will appear in the list of custom fields and in the ticket details.
API key name
The API key name is retrieved when you enter the custom field's display name. You can change it during custom field creation, as needed.
You can use the API key name to set custom field values via the API.
The API key name can’t be changed after the custom field is created!
Editing custom fields
You can always edit your custom field and change its Display name, Assigned to, and Who can update this field? option. The custom field type and API key name can’t be edited.
To edit your custom field, go to the list of custom fields, find the right custom field, click the three-dot icon, and select Edit.
From there, you can update your custom field as needed. Once you’re done, simply click Save changes to apply and confirm your updates.
Searching tickets using custom fields
If you want to find tickets with a specific custom field, you can go to the custom fields list, look at the Tickets usage column, and click on the number of tickets. In this way, you can easily filter out the relevant tickets.
Deleting custom fields
If you no longer need a custom field, you can delete it from the list of custom fields.
To delete it, go to the list of custom fields and find the right custom field to delete.
Next, click on the number of tickets in the Tickets usage column to manually clear the custom field values from all tickets.
Once you’re done, go back to the custom fields list and click the three dots icon, and then click on the Delete button. The custom field will be deleted forever.
Editing custom field value
After you create a custom field and activate it, you can change its value directly in the ticket details.
Hover over the specific custom fields you want to edit and then click on the Pen icon.
You can also edit a custom field's value by using Workflows.
What's next?
Once your custom fields are set up, you can take things a step further by automating your ticket flows and customizing the look of your tickets.
Automate updates with workflows
Use workflows to automatically edit and update your custom fields based on specific conditions or events. This helps reduce manual work and keeps your ticket data consistent.
For setup instructions, see how to create your first Workflow.Customize your email templates
Adjust the look and feel of your ticket-related emails by updating your email templates. This ensures consistent branding and a better experience for your recipients.
Learn more about email templates