Custom fields
Every support team has its own required facts
Order number, environment, licence tier, affected site. Custom fields put those on the ticket as real data, so agents stop hunting for them in the body text and reports can group by them.
- Text, number, date, select and boolean field types
- Fields render dynamically in the ticket properties panel
- Values are searchable and usable as reporting dimensions
- Configured per workspace, no code required
Custom fields
Live in your workspace
- Five field types
- Dynamic rendering
- Searchable values
- Report dimensions
- Rule inputs
Inside the workspace
What your team actually sees
Custom fields appear in the properties panel alongside status, priority, client and tags, and save inline as an agent updates them.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Five field types
Text, number, date, single-select and yes/no cover almost every operational need.
Dynamic rendering
The panel builds itself from configuration, so a new field appears everywhere at once.
Searchable values
Find every ticket with a given order number or environment in one query.
Report dimensions
Group volume and resolution time by the fields that describe your business.
Rule inputs
Field values can be set by automation as tickets are classified.
Admin controlled
Only admins define fields, so the schema does not drift ticket by ticket.
How it runs
From arrival to answer
- 1
Define
An admin adds the field, its type and any select options.
- 2
Collect
Agents fill it in, or automation sets it from the inbound message.
- 3
Use
Search, filter and route on the value.
- 4
Measure
Reports group by the field to show where volume really comes from.
Detail
The small print that matters
Where it lives
Admin > Catalogue to define; the ticket properties panel to use.
Storage
Typed values stored per ticket and validated against the field definition.
Changes
Renaming a field keeps existing values; deleting it archives them.
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