Ticket Fields allow you to capture and view additional information beyond the basic Ticket details (like Subject, Status, or User). These fields help categorise, prioritise, and resolve Tickets more efficiently.

You’ll find them in the Ticket Properties panel on the right-hand side of a Ticket. To update a field, click on it, make your change, and press Save.

How Ticket Fields Are Created and Managed

Ticket Fields are created and customised by your Admins. They may:

• Be required or optional

• Be visible to just Agents or also to Users (e.g. on the Help Center)

• Vary depending on the Department of the Ticket

If you work across multiple Departments, you may see different fields depending on the Ticket’s context.

Common Use Cases for Ticket Fields

• Recording the type of issue (e.g. Bug, Question, Feature Request)

• Tagging the product or service involved

• Logging a priority level or internal categorisation

• Tracking details like language, region, or customer type

Types of Ticket Fields

• Text - A simple one-line text box.

• Multi-line Text - A multi-line text box that can be used for longer entries like descriptions or notes.

• Choice - A set of predefined options presented as a drop-down select menu, radio buttons or checkboxes.

• Toggle (on/off) - A single checkbox that you can check or uncheck.

• Date - Lets you select a date using a calendar widget.

• Display - This is a field you can’t edit, that is used for displaying information to the User.

• Hidden - This stores information from the User’s browser; the User won’t see it on the Help Center, but the information stored can be viewed and edited by Agents.

• URL - Allows you to enter any url links.

• Currency - You can define and enter monetary values that are relevant to the Ticket.

• File - This field lets you attach any file.

Field Validation

Some fields may be required when you create or update a Ticket. This is controlled by Admin-defined validation rules.

For example:

Your Admins can set it up so that some fields are compulsory for Agents, but not Users.