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Ticket Fields

Products are a way to link tickets to products or services that your helpdesk supports. For example, a company which makes software might use products to track different versions and platforms.

Note that, unlike the other built-in fields, products can apply to items other than tickets, such as feedback and Knowledgebase articles.

Products can be nested into sub-products. These work in the same way as nested categories.

As with all custom fields, you can control which departments the product field is displayed in with the Ticket form layouts.

To create products:

  1. Go to Tickets > Fields and make sure that the Products switch control is on.
  2. Click Products, fill in the name of the product you want to create in the Enter a title... box, and click Add.
  3. Repeat until you have made all the products you want.


You can drag products by the handles at the left to order them. This only affects the order of display to users/agents.

Setting defaults and validation for product works as with categories.

Authors list

First published: 23/03/2017

Last updated: Oct 30, 2017 by Paul Davies