Ticket fields are the most flexible way to add extra information to a Ticket. You choose both the name of the field and the type of values it can store.
You can also add fields to Users, Organizations, and Chats. These are all separate systems; even if you have a Ticket field and a custom User field with the same name, you’ll need to set their properties separately. Check out this article about creating effective ticketing forms.
You can add fields you create to the Ticket form that Users see on the Help Center or embedded on your website, as well as the Agent form. Your layouts can include different fields for each Department. See Department forms for details.
To create a field, go to Ticket Structure > Ticket Fields, then click the + New button.
Select the type of field you want from the list and click on Configure Field. There are a number of different types you can use, depending on the kind of data you want to store. Read more about these in the Field Types section.
Enter a Title and Description. Both of these can be displayed if the field is included in a form: make sure they explain the purpose of the field in a way that will make sense to the people who will be using it.
Remember that a field must be added to a form layout under Ticket Structure > Departments for it be visible to Users and Agents.
Field Defaults
When you create a field, you can (optionally) enter a default value. This is shown as the default option if a Ticket is being created via a web interface (Agent interface or Help Center).
If the field is not shown on the form, or the Ticket is created by email or API, this value will not be set - instead you should use a trigger.
Field Validation and Options
When you create a field, you can set validation rules which control what sort of values are accepted.
The validation options vary with the type of field.
There are a number of other options which you can set as well - some universal and some dependent on field type. Read our Field Validation and Options guide for more information.
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