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Custom fields are the details your AI agent collects from customers when it creates a ticket, such as an order number, a delivery date, or a photo of the damage. You define a field once under Settings → Custom fields, add it to a create-ticket action, and the AI agent asks for it during the conversation. The answer lands on the ticket, typed and labeled, where your team can read and edit it. Fields are shared across an AI agent’s actions. Two create-ticket actions that both collect Order number write to the same field, so tickets look the same no matter which conversation created them.

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Anatomy of a field

Custom fields settings listing fields with their labels, instructions and types

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Field types

Subject and Description are built in. Every ticket has them, and you can’t create a field with either name.

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Create a field

New field sheet with the type row, both labels, a collection instruction and dropdown options
1

Open Custom fields

Go to Settings → Custom fields for your AI agent.
2

Add the field

Click New field, fill in the internal and customer-facing labels, and pick the type. The type can’t be changed later, because existing ticket values depend on it.
3

Add a collection instruction (optional)

Tell the AI agent how to get the value, for example “Ask for the order number from the confirmation email, not the tracking code.”
4

Add options (Dropdown only)

Type an option and press Enter to add it. Options have their own internal and customer-facing labels, and you can archive an option to stop offering it without losing the tickets that already carry it.

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Collect fields when creating tickets

Create ticket action showing the collected fields with the Required toggle
1

Open the create-ticket action

In your AI agent’s Actions, open a Create ticket action. The Collect additional details section lists the fields this action collects.
2

Add fields

Search your fields and add the ones this action should collect. You can create a new field from here too. Two fields with the same customer-facing label can’t be collected by one action, since the customer couldn’t tell them apart.
3

Mark what's required

Each field has a Required toggle, set per action. The AI agent won’t create the ticket until every required field is collected. It asks for optional fields but creates the ticket without them if the customer doesn’t answer.
The AI agent asks for fields during the conversation using the customer-facing label and your collection instruction, and re-asks for anything required that is still missing before it creates the ticket.
Create-ticket actions set up before custom fields existed keep their own list of collected details. New create-ticket actions use custom fields.

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Field values on the ticket

Ticket details panel showing collected field values with inline editing
Every ticket shows the fields its action collects, filled or not, in the details panel. A field the customer didn’t answer reads Not set. Add a field to the action later and it appears, not set, on that action’s existing tickets too. Your team can work with the values directly:
  • Edit or clear a value inline from the details panel. Values are rendered by type: dates as dates, Dropdown values as their label, images as attachments.
  • Follow the history in the ticket timeline. Each edit is recorded as changed Order number from A to B, with who made it.
Editing a field never reopens a closed ticket.

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Archiving fields

Fields are archived, never deleted, so historical ticket data always keeps its meaning.
  • Archiving a field stops the AI agent from collecting it. Values already on tickets stay visible.
  • If the field is still on any create-ticket action, you’ll be asked to confirm. It stays listed there, marked Archived and not collected, until you remove it from the action.
  • Labels stay reserved while a field is archived. To bring a field back, restore it instead of creating a new one. A restored field reconnects to all of its historical values.
The same applies to Dropdown options: archive an option to stop offering it, and restore it later if you need it again.

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Limits