Ticket fields

Ask for the details your team needs on a ticket: a contract number, the router model, the date the fault started. Group fields into ticket forms and choose which categories or services each form is for. A "Fibre cut" ticket can ask for the cut length while a "Billing" ticket asks for the invoice number.

Who can use it

People who can open Ticket settings set up the forms. Anyone who creates or edits tickets fills them in. Where: CRM → CRM settings → Tickets and service → Ticket fields.

The Ticket fields page

Each ticket form is a card with its name, where it applies (Every ticket, or the categories and services it is for), and its fields with their type. Required and Web form badges show which fields must be filled in and which are also asked on your public web forms. Edit and Delete are at the bottom of each card; New ticket form is at the top.

Create a ticket form

1. Open Ticket fields and select New ticket form.
2. Enter a Form name, for example "Connection details".
3. In Categories, pick "Fibre cut" and "No internet". Leave Services empty. A form with no category and no service is asked on every ticket.
4. Add fields with Add field. For each field set:

Setting	Meaning
Label	The field's name on the form, for example "Cut length (m)"
Type	Text, Long text, Number, Date, Dropdown, Multiple choice, Checkbox or File
Choices	For Dropdown and Multiple choice: type a choice and press Enter
Placeholder, Help text	Hints shown in and under the field
Required	The ticket cannot be saved without an answer (a required checkbox must be ticked)
Ask on web forms	Also asked on your public web forms (not for files)
Filter in ticket list	Offered in the ticket list's Field filter
Active	Switch a field off to stop asking it, keeping earlier answers

5. Use the arrows to change the order, then select Save.

Filling in the fields

On Create ticket and Edit ticket, the fields of the chosen category and service appear below the description, grouped by form. Changing the category changes the fields. A file field takes files from your Drive; files already on the ticket can be removed with ×.

On the ticket page the Ticket fields card shows every answer. Edit opens the ticket form.

Tickets the system opens by itself (from an email, a voicemail or a missed call) are not stopped by required fields; fill them in when you work on the ticket.

Finding tickets by a field

In the ticket list, open Field, pick a field and the value:

• text: tickets whose answer contains what you type;
• a choice or a checkbox: tickets with that answer;
• a number or a date: From and To (either can be empty).

Macros, workflows and web forms

• Macros: in a macro, Set ticket fields sets answers when the macro is applied. A field the ticket's category does not ask is left out; a value that no longer fits (a removed choice) is skipped.
• Workflows: choose the trigger A ticket is created. Conditions can test the ticket's priority, source, category, service, team, subject, tags and any ticket field. Actions: assign, update a field (priority or a ticket field), add a tag, notify.
• Web forms: fields marked Ask on web forms appear on ticket web forms; a field for some categories appears once the visitor picks one of them.
• API: tickets created through the API can send answers to ticket fields by their key; tickets read through the API include the answers.

Tips and FAQ

• A field's key (shown in small grey text when you edit it) never changes, so renaming a field keeps its answers, macros and workflows working.
• Deleting a form stops asking its fields. Answers already given stay in the ticket's history.
• A field does not show on my ticket. Check the form and the field are active and the ticket's category or service is one the form is for.