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Ticket fields and forms

Fill in the fields your team needs, with forms that show only what matters.

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Ticket fields hold structured information such as an order number, a product or the reason for contact. Forms decide which fields appear.

Fields agents see

Fields appear under Ticket fields in the ticket’s properties, in the order your admin set. The types are:

Text, Multi-line and Regex (text that must match a pattern);
Drop-down (one option, with nested options such as Returns::Damaged that you can search across levels) and Multi-select;
Date, Number, Decimal and Checkbox;
Currency: an amount with a currency;
Credit card: you can type the full number, but only the last 4 digits are saved;
Lookup: a link to a user, organization or another ticket.

Fields marked Required to solve must have a value before you can submit the ticket as Solved.

Forms

On Growth plans and up, a ticket can have a form. Only that form’s fields are shown, and conditional fields appear when they become relevant, for example “Order number” only when the reason is “Delivery”. Pick the form at the top of the properties.

Admins set up fields under Admin Center, Tickets, Ticket fields, and forms under Admin Center, Tickets, Ticket forms.

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