Custom Fields
Tier access: PLUS PREMIER — Available on Plus & Premier. Currently in Early Access (Beta).
Overview
Custom Fields lets admins shape the information captured on every ticket. Instead of a fixed form, you define your own template of fields — text, numbers, dates, dropdowns and more — so every ticket captures consistent, structured data that improves reporting, routing and response quality.
You reach it from Setup → Custom Fields in the left navigation sidebar.
What's on this page
Area | What it gives you |
|---|---|
Templates | The set of field templates per profile — the Ticket template is built in |
Edit Template | Open a template to add, rename, reorder or remove its fields |
Field types | Nine field types, from single-line text to cascading dependent dropdowns |
Validation | Per-field rules (e.g. required, allowed number range) enforced when a ticket is saved |
Building a ticket template
What it does: Opens the template builder, where you pick fields from a palette on the right and they appear on your ticket form on the left. Each field can be renamed, made required, or removed.
How to use it:
On the Custom Fields page, open the Ticket template and select Edit Template.
From Add Fields, click a field type to add it — Single line text, Long text, Email, Number, Dropdown, Single choice, Yes / No, Date, or Dependent Field.
Your added fields appear under Current Fields; click any to configure it.
Select Save to publish the template.
Field rules & validation
What it does: Each field has its own settings — a label, an internal name (used in reports and exports), and rules that are checked when someone fills the field in. Number and text fields can carry limits, so invalid values are caught at ticket create/update time with an inline message.
How to use it:
In the template builder, select a field under Current Fields.
Set its Label and, optionally, Hint Text and Internal Name.
Toggle Required, Sortable, Searchable, and Show In Table as needed.
For a Number field, set an Allowed Range (Lowest / Highest) — leave blank for no limit.
Select Save Field.
Dependent (cascading) fields
What it does: A dependent field walks people through up to three linked steps, where each choice narrows the next — for example, Category → Subcategory → detail. When an agent picks a parent value on a ticket, the child field automatically shows only the valid options.
How to use it:
Add a Dependent Field from the palette and give it a label.
Under Conditional Choices, select Configure choices to build your 3-level cascading choices.
Add the options at each level (for example, Sales → Cash / Installments, and Support → …).
Save the field and the template.
Custom Fields is in Early Access on Plus & Premier. Screenshots reflect the beta experience as of July 2026.