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Custom fields add additional information fields to ticket creation . Use them to create dynamic, customized templates that capture exactly the information your team needs for different types of requests.

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How custom fields work

Custom fields are tied to specific . When someone creates a ticket using a form, they see both standard system fields (like title and description) plus any custom fields configured for that form.
Example: A “Bug Report” form might include custom fields for bug severity, browser type, and steps to reproduce. A “Feature Request” form might include custom fields for business justification, priority level, and target users.
Custom fields are only available when creating tickets through forms.

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Field types

Text

Single-line text input for short responses like names, titles, or brief descriptions.
Multi-line text input for longer descriptions, explanations, or detailed information.
Numeric input with validation for quantities, counts, or measurements.
Date picker for scheduling, deadlines, or date-related information. When used in a title template, date fields support format suffixes to control how the date displays in the generated title.
Combined date and time picker for when the hour matters, like a maintenance window or a scheduled cutover. Pick it instead of Date when you need both halves in one field, rather than pairing a Date field with a separate Time field.The value is stored as wall-clock time, so 9:00 AM stays 9:00 AM for everyone who reads the ticket regardless of their timezone. In Slack, the field renders as Slack’s combined date and time picker and is interpreted in the submitter’s Slack timezone, so what they choose is what gets saved.
Time input for selecting specific times of day.
Time duration input for tracking time spans or estimated completion times.
Select from predefined timezone options for scheduling and time-related information.
Yes/No checkbox for binary choices or confirmations.
Single-choice dropdown menu from predefined options.
Multiple-choice dropdown menu allowing selection of multiple options.
Choose a single organization member for assignments or mentions.
Choose multiple organization members for assignments or mentions.
Select from in your organization.
  • Configure an allowlist with no item limit to restrict which groups appear as options
  • Filter by source to show only groups from a specific provider (Okta, Google Workspace, or groups created in Ravenna)
  • Manually created groups only appear in their assigned workspace. Synced groups are visible across all workspaces.
Select multiple user groups in your organization. Use this field when a request can involve more than one team, such as granting several groups access at once.
  • Supports the same allowlist and source filter as user group select
  • Requesters can fill it from Slack, the web form, or through the agent. The ticket displays every selected group.
  • In workflows, the value is a list of groups that you can pass directly into inputs that accept multiple groups, such as the Microsoft Entra Add User to Groups action
  • Not yet available as a ticket list filter or analytics group-by option
Select from available to categorize tickets.
Select from applications connected to your organization.
  • Configure an allowlist to show only certain applications
  • Configure a blocklist to hide a few applications. Applications added later still show up, so you don’t have to update the field as your catalog grows.
Select multiple applications connected to your organization.
  • Configure an allowlist with no item limit to restrict which applications appear as options
  • Configure a blocklist to hide a few applications while new ones still show up
Select from application groups in your organization.
Select from predefined ticket type options (e.g., Service, Incident, Question).
Select from defined access levels for permission management.
Upload files and attachments to tickets. Configure allowed file types and size limits.

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Create custom fields

Through settings

Create custom fields centrally in workspace settings:
1

Navigate to fields

Go to Settings > Fields in your workspace.
2

Create field

Click Create Custom Field.
3

Configure field

Fill in the required information:
  • Label: The name that appears on the form
  • Description: Help text explaining what this field is for
  • Type: Choose from available field types
  • Required: Toggle whether this field must be filled out. Turning this on at the workspace level makes the field required everywhere it appears and locks the per-form Required toggle so individual forms cannot opt out. This floor does not apply to private fields, which are locked to a single form and can be toggled required independently.
4

Save field

Click Create to save your custom field.
Create and manage custom fields directly within :
1

Navigate to forms

Go to Settings > Forms.
2

Select form

Select an existing form or create a new one.
3

Add fields

Click Add field below your fields, or hover between two fields and click + to insert one there. In the menu, pick a field type to create a new field, or pick an existing field:
  • Shared fields: Custom fields already used on other forms
  • Ticket fields: System fields and workspace attributes
  • Custom fields: Custom fields that aren’t on any form yet
Drag fields to reorder them.
4

Edit fields

Click a field to open its settings in a sidebar on the right. Changes save automatically.
5

Set visibility

Turn on the private option in the field’s settings to make a custom field visible only for the current form.

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Use existing fields

Existing custom fields are non-private fields created from other forms or settings. Find them under Shared fields and Custom fields in the form builder’s Add field menu. These fields are shared across forms, meaning you can reuse them without recreating them.
When you update an existing custom field that’s shared across multiple forms, the changes apply to all forms using that field.

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Per-form label and description overrides

Override the label and description of a shared custom field on a single form without affecting how the field appears on other forms. Use overrides when the same underlying data point needs different wording per audience.
Example: A shared Department field can show as “Your department” on an employee-facing onboarding form and “Requesting department” on an internal procurement form, while still writing to the same field on every ticket.
Configure an override:
1

Open the form

Go to Settings > Forms and select the form.
2

Edit the field

In the form builder, click the field’s title to rename it inline, or open the field’s menu and choose Edit to update the description.
3

Save

Changes save automatically. The override applies only to this form.
Clear an override to fall back to the field’s shared label or description. Overrides do not change the field’s key, type, options, or validation, only the displayed text on this form.
Custom fields cannot be deleted when they are being used in a form.

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Preview impacted forms

When you edit a shared custom field, Ravenna asks you to confirm the change and lists every form the field is attached to. When you try to delete a shared field that’s still in use, the error dialog shows the same list so you can see exactly where it’s referenced.Each entry in the list links directly to the affected form. The form you’re currently editing is labeled Current and is not clickable. Use this list to:
  • Review which forms will be affected before saving a label, description, or option change.
  • Jump to other forms that need follow-up edits.
  • Locate every form that still references a field you want to delete.

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Hidden fields

Toggle Hidden on a custom field to exclude it from all requester-facing form surfaces. Hidden fields do not appear in Slack modals, the customer portal, or the web form for requesters.Hidden fields remain on the ticket and are:
  • Visible and editable by agents in the ticket detail sidebar
  • Fillable by workflows, agent prefills, and the API
  • Available as filter and group-by options in views and analytics
Use hidden fields for internal-only metadata that agents or automations populate without exposing the field to requesters.

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Rich text for text areas

Text Area fields support an optional Rich text toggle. When enabled:
  • Web forms display a rich text editor with bold, italic, lists, links, and headings
  • Slack modals use native rich text input
  • Values are stored as structured content and rendered with formatting in ticket details
Enable rich text when the field captures structured content like instructions, notes, or descriptions that benefit from formatting.

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Use custom fields

Once you’ve created custom fields and assigned them to :Ticket creation
  • Users see custom fields when creating tickets with that form
Ticket display
  • Custom field values appear in ticket details
  • In table views, custom field columns are hidden by default. Show them from the column visibility menu.
  • URLs in text and textarea fields are automatically converted to clickable links, including https://, http://, www., and bare domain formats
Ticket updates
  • Custom field values can be updated after ticket creation from the ticket details page
Learn more about setting up forms and assigning custom fields to create complete ticket templates
Last modified on October 23, 2026