Adding custom fields to your tickets and support request form

To add a custom ticket field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Click Add field.
3. Select a field type, then enter a Display name.
4. (Optional) Enter a Description for the custom field. This is visible to admins only.
5. Under Permissions, select an option:
   • Agents can edit: Only agents can view and edit the field. It appears in tickets.
   • Customers can edit: Agents and end users can view and edit the field. It appears in tickets and in the support request form in the help center.
   • Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users' requests, but isn't included in the support request form in the help center.

   For a single ticket form, the new field automatically appears in your ticket form. If you use multiple ticket forms, you'll have to manually add the field to any ticket forms you'd like to include it in.

6. If the field is visible to customers, enter a Title shown to customers and Description shown to customers.

   The customer title and description options aren't available if the field is only visible to agents. Descriptions appear in plain text, with no line breaks.

7. If the agent must complete the field to solve the ticket, select Required to solve a ticket.
   Note: When agents merge a ticket, they do not need to fill in required fields as merged tickets bypass Solved and go directly to Closed. This setting is also bypassed if a business rule changes the ticket to Solved, because a system process is solving the ticket rather than an agent.
8. If the end user must complete this field to submit the ticket, select Required to submit a request.
9. Enter an optional Description shown to end users.
10. Configure any additional options, depending on your field type.
    • Field option (checkbox fields only, optional):

      Enter a tag to apply to a ticket when the checkbox is selected.

    • Field validation (regex fields only):

      Enter a regular expression to create an input mask to validate entry.

    • Field values (drop-down and multi-select fields only):
      • Enter Field options to include in the list. Click the X to remove a value.

        You can bulk import field values if you have a large number to add.

      • Click Sort ascending or use the drag-and-drop icon () to manually reorder the field values.
      • To create a nested drop-down list, separate categories and values with a double colon (::). See Organizing drop-down lists.
    • Related object and Set a filter (lookup relationship fields only)

      Select the type of object to relate, and optionally define filters that restrict possible values for the field. See Adding lookup relationship fields.

11. (Optional) Specify a Default value for the custom field.
    Note: The default value in a drop-down list only applies to new tickets that are created by agents through the Support interface or created by users wherever the ticket form is displayed. If you change an existing ticket form to one with a drop-down list with a default option, the default option is not displayed and is shown as blank.
12. Click Save or, to create another custom field, click the drop-down icon and select Save and add another.

    

    If you have a single ticket form, the new field automatically appears in your ticket form.

    (Enterprise only) If you have multiple ticket forms, edit the ticket forms where you want the field to appear, drag the field from the right onto the ticket form, then click Save. Repeat for additional ticket forms.