Create ticket fields to store additional information about tickets, requesters, and your customers in the ticket details.
Think about the purpose of your ticket 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.
Ticket fields will be visible in the ticket details, making it easier for you to work on the case and give the best answers.
Ticket fields are separate from customer fields, which store data about the customer, such as their website and company details, rather than about the specific ticket itself.
Creating Ticket fields
To create your first ticket fields go to Settings -> Inbox -> Ticket fields. Then, you can see the main dashboard for managing your ticket fields.
Click on the New ticket field button in the top right corner to begin.
Remember that only Admins can create ticket fields.
Display name
First, add a display name for your ticket field. The display name will be visible in the ticket fields 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 ticket field you create. This setting relates to the access (that is, visibility) of ticket field values in the ticket details, depending on the team selected.
Select the teams that can browse ticket fields in tickets.
Type
Next, choose the type of ticket 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 ticket field type can’t be changed after the ticket field is created!
Who can update this field?
In this setting, you need to decide who can change the ticket field value in the ticket details. You can choose from three options:
Admins only
Admins and Members
No one (API integration) — your ticket 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 ticket field, click on the Create ticket field button. The ticket field will appear in the list of ticket fields and in the ticket details.
API key name
The API key name is retrieved when you enter the ticket field's display name. You can change it during ticket field creation, as needed.
You can use the API key name to set ticket field values via the API.
The API key name can’t be changed after the ticket field is created!
Editing ticket fields
You can always edit your ticket fields and change their Display name, Assigned to, and Who can update this field? option. The ticket field type and API key name can't be edited.
To edit your ticket field, go to the list of ticket fields, find the right ticket field, click the three-dot icon, and select Edit. From there, you can update your ticket field as needed. Once you're done, simply click Save changes to apply and confirm your updates.
Searching tickets using ticket fields
If you want to find tickets with a specific ticket field, you can go to the ticket 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 ticket fields
If you no longer need a ticket field, you can delete it from the list of ticket fields.
To delete it, go to the list of ticket fields and find the right ticket field to delete.
Next, click on the number of tickets in the Tickets usage column to manually clear the ticket field values from all tickets.
Once you're done, go back to the ticket fields list and click the three dots icon, and then click on the Delete button. The ticket field will be deleted forever.
Editing ticket field value
After you create a ticket field and activate it, you can change its value directly in the ticket details.
Hover over the specific ticket fields you want to edit and then click on the Pen icon.
You can also edit a ticket field's value by using Workflows.
Frequently asked questions
A ticket field stores data about one specific ticket, such as an order number for that request. A customer field stores data about a person in your contact list and stays with them across every conversation. Ticket fields live in ticket details, customer fields live in customer details.
No. The field type and the API key name are both fixed once the ticket field is created. If you need a different type, create a new ticket field with the correct type and delete the old one after clearing its values from all tickets.
Only Admins can create, edit, or delete ticket fields. Who can change a field’s value in a ticket is a separate setting, and you choose between Admins only, Admins and Members, or no one when the field is populated through the API.
Deleting a ticket field is permanent. You clear its values from all tickets first, using the number in the Tickets usage column, and then delete the field itself. The stored values cannot be recovered afterwards, so export anything you still need beforehand.
Yes. Workflows can set and update ticket field values based on conditions, and you can write values through the API.
What's next?
Once your ticket 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 ticket 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