Creating a custom ticket field

Creating a field takes a minute. The two settings that decide whether it helps or annoys are the permission and the type.

Creating a field takes a minute. The two settings that decide whether it helps or annoys are the permission and the type.

Create a field

1. Open Admin Center, then Objects and rules, then Tickets, then Fields.
2. Click Add field and choose the type.
3. Give it a display name: what agents see.
4. Add a description saying what belongs in it. Future colleagues will thank you.
5. Set the permission.
6. Add it to the forms that need it.
7. Save.

The permission decides who fills it in

• Agents can edit. Internal only; customers never see it.
• Customers can edit. Appears on the request form and they fill it in.
• Customers can view. They see the value but cannot change it. Useful for something like an order status you set.

Getting this wrong is the usual cause of an internal field appearing on your public form.

Required, and where

A field can be required for agents, for customers, or both. Required for customers means nobody can submit the form without it, which is a real barrier: every required field costs you some percentage of people who give up. Required for agents to solve is gentler and often gets you the same data.

Name it for the person filling it in

Agents see the display name all day. "Order number" beats "CUST_ORD_REF". If you need an internal identifier as well, that is what the field key is for.

See also

• The field types and when to pick which
• Finding the field key or field ID
• What happens when you deactivate or delete a field
• What a ticket field is and which standard fields exist