Plan requirement
| Subscription | Any plan |
| Access | Admin |
Fields that describe the customer rather than the ticket. More reliable than ticket fields, and underused.
Create one
- Open the fields in Admin Center.
- Choose user or organisation fields.
- Create the field, preferring a drop-down over free text.
- Decide whether the customer can see it.
- Populate it, ideally in bulk.
Why these are better than ticket fields
They are set once and maintained centrally, rather than filled in by an agent under time pressure on every ticket. That makes them far more complete and far more trustworthy in reporting.
The fields worth having
- On organisations: plan or contract, segment, region, account manager, renewal date.
- On users: role at the customer, language preference, whether they are a named contact.
They drive more than reporting
Triggers, SLAs and routing can read them. An SLA based on the customer's plan, held on the organisation, is far more reliable than one based on a field somebody sets per ticket.
Drop-downs, not free text
Same rule as everywhere: a fixed list groups cleanly and free text does not. If you will ever count it, it must be a list.
Decide what customers see
Fields can be visible to the customer on their profile. Internal segments and account notes should not be, and that is a per-field setting worth checking.
Fill them or remove them
A field completed on a fifth of organisations is worse than no field: it looks authoritative in a report and describes a minority. Populate it in bulk or drop it.
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