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.