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The ability to create custom fields for a ticketing system is instrumental in tailoring the system to the organization’s unique needs, improving data accuracy, and enhancing overall efficiency in managing customer interactions and support tickets.
Note: A User with Manage Permission Rights can perform this action
To create a new custom field for the Tickets module,
  • Navigate to the Profile Icon on the top right corner
  • Click on Set Up
  • Head over to the Modules category
  • Click on Tickets
Screenshot 2025-11-11 at 1.14.32 PM.png
  • Locate the All Detail Form Fields Section
  • Click on the Add New Field option
Screenshot 2025-11-11 at 3.38.04 PM.png
  • A popup will appear displaying a list of essential and useful field types to choose from. You can search for a field using the search bar.
  • Choose the Field Types.
Field types selection
  • Once you’ve selected a field type, provide the following details for the field:
    • Field Label Name - Specify the field name for clear and easy identification
    • Internal Name - Enter Internal Name for API integrations
    • Section - Select the Section you wish the Field to fall under
    • Help Text - Add the Help Text to provide additional information to help your teammates to understand the purpose of the field *
  • Once you have added the details, you can select,
    • Appear in quick creation form: To display this field in the quick creation form.
    • Appear in global search results: To allow searching the field via global search.
    • Do not allow duplicate values: To prevent the creation of a duplicate Ticket.
    • Required: If the Field should be mandatory.
    • Visible to the customer within Tickets: If the field should be visible to the customers
  • Once done, Save the details.
Field details configuration