Custom fields and tags

Custom fields are available from the Pro plan, in Settings > Fields & tags.

Fields Create up to 20 fields for tickets and 20 for contacts: single line text, long text, number, dropdown, checkbox or date. For each field you decide whether it is required when a ticket is created, required before it can be closed, and whether the customer can see or edit it in the portal. Agents fill the fields in the Details section of the ticket sidebar.

Tags Tags are shared across the workspace, have a colour and can be added to any ticket from the sidebar with a searchable list. Automation rules and SLA policies can use tags, and the inbox filters can narrow the list by tag.

Only store data you actually need: custom fields are part of your customer data and are covered by your own privacy notice.

Step by step

1. Open Settings -> Custom fields and add a field: give it a label, choose where it applies (tickets or contacts) and pick the type.
2. Choose the type that matches the data: text, number, date, checkbox, dropdown with your own options, or a link.
3. Save. The field appears in the ticket sidebar or on the contact card straight away, including on the form for a new contact.
4. Fill it in while you work; the values are stored per ticket or per contact and are visible to your whole team.

Good to know

• Tags are quick and free-form, custom fields are structured. Use tags for topics you want to filter by, fields for data you always need, such as a licence key or a renewal date.
• Keep the list short. Ten fields nobody fills in are worse than three that are always accurate.
• Fields and tags are private to your workspace; customers never see them in the portal or in e-mail.