Why It Matters
Custom fields allow you to capture unique information that doesn’t fit into default ticket fields—such as internal classifications, approval data, or environment-specific details. Building these fields allows your team to standardize data capture, reduce back-and-forth manual follow-ups, and perfectly align your helpdesk with how your organization actually handles its workflows.
How to Set It Up
(Note: Account Owners, Admins, and Agents all have the necessary permissions to create and manage custom fields).
- Access the Settings: Log into your ITSM workspace and navigate to Setup → Custom Fields.
- Create a New Field: Click the Add a New Field button to open the configuration menu.
- Define the Parameters: Enter a clear, future-proof Field name and select your desired Field type (such as text, dropdown, number, or date).
- Set the Scope: Choose where this field should logically apply (such as tickets or other related ITSM objects) and configure any additional options required for your specific field type.
- Save and Locate: Click Add to save. The custom field is now permanently added to your master Custom Fields directory. From here, it is officially available in the backend system to be embedded directly into ticket layouts, employee-facing forms, templates, or routing rules!
Next Steps
Now that your custom field exists in the system, it’s time to actually expose it to your users! Head over to your ticket layouts or service catalog forms to embed the new field so agents and employees can start capturing this information during ticket intake.
