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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. Pick carefully, because existing ticket values depend on the type and it stays fixed while the field is in use.
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 listing the collected fields, each with its collection instruction and a Required or Optional badge
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

Set how each field is collected

Click a field’s Required or Optional badge, or its gear, to open its settings for this action. The ticket is only created once every required field has a value. Optional fields can stay empty. Fields are added as required.
4

Customize the instruction (optional)

In the same settings, you can give the field its own collection instruction for this action only, or add one when the field has none. The field and your other actions keep the original. Changes apply when you save the action.
Field settings for one action, with Required or Optional and a custom collection instruction
A custom instruction is a separate copy. Later edits to the field’s own instruction don’t reach it, so switch back to the field’s instruction when you want them to. Clearing a custom instruction collects the field on this action with no instruction at all. The action’s collection method decides who fills the fields. In conversation, the AI agent asks for each field by its customer-facing label and your collection instruction, and re-asks for anything required that is still missing. In the chat form, the visitor fills them in next to the subject and description, with answers already given in the conversation filled in for them.

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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.
  • Filter the inbox by a field’s value, from the Filter button or in a saved view. Operators follow the field’s type, see Filters.
Editing a field never reopens a closed ticket.

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Archiving fields

To retire a field, archive it. Historical ticket data keeps its meaning, because a field that holds values is never deleted or retyped.
  • 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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Delete or change the type of an archived field

Once a field is archived and no ticket holds a value for it, you can open it from Settings → Custom fields to change its type or delete it. A value cleared from a ticket no longer counts.
  • Changing a Dropdown to another type deletes its options.
  • Deleting a field also removes it from every action that still lists it.
  • Deleting can’t be undone.

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Limits