As an admin, you can modify the properties of your ticket fields. Click on a default field to review its properties. Each option is explained below:

Ticket Field Property	Explanation
"Required when submitting the ticket"	Make a field mandatory when submitting a ticket. This can be configured for agents, customers, or both.
"Required when closing the ticket"	Make a field mandatory before an agent can close the ticket. Useful to ensure agents add data that is required for analytics and retrospectives.
"Can view"	Choose whether a field is visible to a customer in the ticket form. If this property is unchecked, you'll see a crossed-out eye symbol on the field.
"Can edit"	Choose whether a customer can provide a value for the field.
"Can filter"	(Dropdowns and Dependent fields only) Choose whether a customer can filter by this field's value in their tickets view on your portal.
Label for agents	The name of the field in the agent portal (backend). Cannot be modified for default fields.
Label for customers	The name of the field in the customer portal (frontend).
Choices	(Dropdowns and Dependent fields only) Provide the list of valid options for the field. Be careful while deleting choices, as it affects related tickets, automations, and analytics.

Default fields cannot be deleted. However, you can hide them from your customers using the "Can view" property. Changes to field properties are reflected on all your portals and forms. To hide fields from your agents, use the Hide/Disable Ticket Fields app.

The Priority field has 4 values—Low, Medium, High, and Urgent. This field cannot be edited and is hard-coded into our systems because it is directly tied to the SLA Policies functionality.

If you need to represent other priorities, we suggest creating a custom field and running automations on those values.

The Source field contains 13 default choices that cannot be edited or deleted, but can be rearranged. The source field is automatically populated based on the channel used to create the ticket.

Additionally, you can add your own custom sources to reflect how your customers contact you. For each field, you can also choose from a selection of icons.

The Status field is the most important one, because it is used to manage the lifecycle of the ticket in your helpdesk. By default, this field has 4 values which cannot be deleted:

1. Open: The ticket requires an action by an agent or admin. New tickets are marked Open by default. Any time a customer responds to a ticket, it is automatically moved back to Open status.
2. Pending: The ticket is paused while the agent gathers additional information. This is useful to halt your SLA timers.
3. Resolved: The ticket is completed according to the agent, i.e. a solution has been provided.
4. Closed: The ticket is completed according to the customer i.e. a solution has been accepted. If a customer doesn't close a ticket themselves, the standard practice is to automatically close the ticket after 72 hours.

Additionally, if you're on the Growth plan or higher, you can add custom choices that represent your support process. You can also define customer-facing labels for any of your choices, including default ones.

To create and edit custom fields:

1. As an admin, go to Admin > Workflows > Ticket Fields.
   
2. Create a custom field by dragging a field type from the left panel into the page body.
3. Modify the new field properties as required and click Save field.
   
4. To edit a custom field, click it in the page body, modify its properties, and click Save field.
5. To rearrange fields, drag and drop them in the preferred order.

The following table shows how many custom fields of each type you can create:

Best practices for creating custom fields:

• Think through your data schemas before creating new fields. The more fields you have, the harder it becomes to manage data later.
• To standardize your tickets, favor dropdowns over text fields where possible.
• The Date, Number, and Decimal field types are automatically validated. Favor them over text fields for numerical data.

Best practices for editing custom fields:

• If you change a field's label, it'll be reflected on all existing tickets and forms.
• If you change or delete a dropdown choice that is in use on an existing ticket, the value of that field will be changed to null. Run a filter on your tickets to find and update those values before updating your ticket field.

To remove custom fields:

1. As an admin, go to Admin > Workflows > Ticket Fields.
2. To delete a custom field, hover over it in the body and click the Delete icon.
3. Review the warning and click Delete permanently. This is irreversible.
4. To archive a custom field, hover over it in the body and click the Archive icon.
   
5. Review the warning and click Archive. The field is grayed out, and the "Archived" tag is added to it.
6. To restore an archived field, hover over it in the body and click the Restore icon.
   

Best practices for removing custom fields:

• Removing a field hides it in old and current tickets as well as search filters. Ensure your field is no longer in use.
• Removing a field hides it in Analytics. Ensure you don't need the field in your reports and filters.
• Automation rules will skip conditions that use removed fields. Update your automation rules before removing a field.
• For the above reasons, favor archiving a field over deleting it. Archived fields can be restored to access historical data as needed.

The "Dependent field" is a special dropdown that allows you to define a 3-level hierarchy: Category > Subcategory > Item. When a customer picks a category, the relevant subcategory dropdown appears. When they choose a subcategory, the relevant items appear in a third dropdown.

With the right setup, you can guide a customer to be specific in their ask and clearly define your ticket types. When you analyze your tickets, you'll be able to see which categories and subcategories bring in the most queries.

To create a new dependent field:

1. As an admin, go to Admin > Workflows > Ticket Fields.
2. Drag the Dependent field type into the main body.
3. Modify the properties and create labels for 2 or 3 levels, as required.
4. Create your hierarchy of dropdown choices with each option on a new line and click Add choices.
   • Add no indents for a category (level 1 dropdown).
   • Add 1 indent for a subcategory (level 2 dropdown).
   • Add 2 indents for an item (level 3 dropdown).
   • An indented option will be nested under the closest preceding parent option.
   • Tip: If you have a long list of choices, create your hierarchy in a text editor of your choice and copy-paste it into the field.
     

5. After you've added some choices, or when you're editing your dependent field, the properties UI changes.

   • Click a field's textbox to view the sub-choices within it.
     

   • Add an item by typing it in the Add a choice field at the appropriate level and press Enter. You can still add choices in bulk, but only for a selected level and item at a time.
     

6. Review your options and click Save field.

To create dynamic sections:

1. As an admin, go to Admin > Workflows > Ticket Fields.
2. Click the Plus icon in your chosen dropdown field.
   
3. In the popup, give the section a name and associate it with the appropriate choices from the dropdown field.
   
4. Drag new or existing custom fields to the section, modify their properties, and click Save field.
   
5. You can also archive or delete sections. You cannot delete a section unless it is empty.

Best practices for creating dynamic sections:

• Default fields cannot be moved into sections.
• If a field exists outside of sections, you cannot create a new field with the same name inside a section. Think about your data schemas carefully to avoid cluttering your ticket forms.
• You don't have to create dynamic sections for every option in a dropdown. Treat sections like hidden fields that only collect additional information where necessary.
• When you drag a field from one section to another, you choose to either Move or Copy it. Copying a field does not create a new field, so opt to copy a field if you need it in multiple sections.