Custom fields

Add extra fields on tickets, contacts, companies, and the case wrap-up form.

What it is

Custom fields let your workspace capture data that is not in the default forms. You create them under Settings for Ticket, Contact, Company, or Case Log. Agents then see those fields when they create or edit records, and Case Log fields appear on the wrap-up form when a conversation is closed.

Menu paths in this guide look like Settings, then Contact. If you cannot find a page mentioned here, your account role may not have access, so ask your workspace admin.

Create a custom field

1. Go to Settings, then Ticket / Contact / Company / Case Log (pick the object you want to extend).

2. Click New custom field.

3. Enter a name and a type: Text, Textarea, Date, Dropdown, Link, Date & Time, or Attachment.

4. For Dropdown, add the options agents can choose.

5. Choose behavior: Show in table view and/or Required field.

6. Click Create field. Drag fields to reorder them.

Where fields appear

Object	Where agents use it
Ticket	Create Ticket and ticket detail
Contact	New Contact and contact profile
Company	Company records
Case Log	Wrap-up form when closing a conversation, and CX Log columns / filters

For a Contact-focused walkthrough with examples, see Contact Custom Fields. This Settings page is the admin overview for all four objects.

Related pages

• Contact Custom Fields

• Dispositions and wrap-up

• Tags and categories

• Glossary