Configuring Ticket Fields

Ticket fields capture structured information used during the ticket lifecycle.

They can support routing, reporting, automation, assignment, SLA logic, and agent decision-making.

Standard ticket fields

Common ticket properties include:

• requester
• subject
• status
• priority
• source
• assigned team
• assigned agent
• category
• other supported properties

Custom ticket fields

Create custom fields only when the required information is not already represented by an existing field.

Required fields

Making a field mandatory can improve data quality but may also slow ticket creation or resolution.

Use required fields only when the value is genuinely necessary at that stage of the workflow.

Automation impact

Ticket fields may be referenced by automation and assignment rules.

Review dependent rules before changing field values or meaning.

Good practices

Use meaningful labels and controlled options where appropriate. Avoid free-text fields when a structured choice would produce more consistent data.