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.
Field types
Text
Text
Single-line text input for short responses like names, titles, or brief descriptions.
Text area
Text area
Multi-line text input for longer descriptions, explanations, or detailed information.
Number
Number
Numeric input with validation for quantities, counts, or measurements.
Date
Date
Date picker for scheduling, deadlines, or date-related information.
Time
Time
Time input for selecting specific times of day.
Duration
Duration
Time duration input for tracking time spans or estimated completion times.
Boolean
Boolean
Yes/No checkbox for binary choices or confirmations.
Select
Select
Single-choice dropdown menu from predefined options.
Multi-select
Multi-select
Multiple-choice dropdown menu allowing selection of multiple options.
User select
User select
Choose a single organization member for assignments or mentions.
User multi-select
User multi-select
Choose multiple organization members for assignments or mentions.
User group select
User group select
Select from in your organization.
Tag select
Tag select
Select from available to categorize tickets.
Application select
Application select
Select from applications connected to your organization.
Application group select
Application group select
Select from application groups in your organization.
Access level select
Access level select
Select from defined access levels for permission management.
File picker
File picker
Upload files and attachments to tickets. Configure allowed file types and size limits.
Create custom fields
Through settings
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
4
Save field
Click Create to save your custom field.
Through form builder
Through form builder
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
Drag and drop fields from the right panel into your form. The right panel has three tabs:
- Custom: Create new custom fields
- Existing: Use existing custom fields from other forms
- System: Add system fields
4
Edit fields
Use the dropdown menu in each custom field item to edit field properties.
5
Set visibility
Toggle the private option to make a custom field visible only for the current form.
Use existing fields
Existing custom fields are non-private fields created from other forms or settings. Find them in the Existing Custom Fields tab in the form builder. 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.
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
- Custom field values appear in ticket details
- 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