Helpdesk Concepts

Custom Fields

定義

Custom fields are configurable data fields you add to help-desk tickets, users, or organizations to capture information beyond the built-in defaults — such as order number, product version, subscription tier, or affected region.

別名: ticket fieldscustom ticket fieldscustom attributes

How it works

An admin defines a field with a type — text, number, dropdown, checkbox, date — and where it appears (on the agent view, the customer form, or both). Values can be filled in by the customer at submission, by an agent during handling, or automatically by an integration or automation.

Because custom fields are structured (a dropdown has a fixed set of options, a number is always a number), they're reliable inputs for routing rules, SLA policies, reporting, and AI agents that need clean data to act on.

Why it matters

Custom fields adapt a generic help desk to how your business actually works. They let you route by subscription tier, report by product line, or set SLAs by customer segment — and they give an AI agent structured context (like an order number) it can use to look up records and resolve the ticket rather than asking the customer to repeat themselves.

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What is the difference between a custom field and a tag?

A custom field is a defined, structured input (a named field with a type and value); a tag is a loose keyword label. Use custom fields for specific attributes you'll report or automate on, and tags for lightweight topical flags.

Can customers fill in custom fields?

Yes — custom fields can appear on the customer-facing submission form, on the agent view, or both, depending on how you configure them.

Custom Fields

How it works

Why it matters

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