Every service desk requires a specific set of data from the users for the agents to start working on the tickets. For example, you might need a few special fields to better categorize a ticket. Custom tickets help you in such scenarios to get the right data from your users when they raise a ticket.

Customizing your ticket forms enables you to include the right ticket fields for your organization and gather information that can be useful when you go ahead with IT operations. Once you do, you can let your customers and agents fill in the information you need in the format you want.

Here's a step-by-step guide to customizing the New Ticket form:

1. Go to Admin and select Field Manager. If your account has multiple workspaces:

  •  For Global Fields, go to Admin > Global Settings > Field Manager.
  •  For Workspace-level Fields, go to Admin > Workspace Settings > {Workspace Name} > Field Manager.

2. Choose the type of field you want to modify.

3. Click on a field to open the field editor.

4. Customize the field name for both agents and requestors.

5. Mandatory fields: Make a field mandatory for agents when creating or resolving a ticket by selecting "Required" when submitting the form.

6. Visibility settings: Choose whether the field should be visible to customers when they log a new ticket from your portal if they can edit it, and if it's required when they submit the ticket.

7. Add custom fields: Drag and drop a field type onto the ticket form to add custom fields.

8. Organize / Reorder fields: Drag and move fields within the form to organize them as desired.

9. Click Save to apply the changes to the New Ticket form.

Under the Status Property, Status Choices like customized display messages for the requesters can be edited. The SLA timer toggle can be used to set if the SLA timers should run for the particular ticket status. Use the Add Item button to include more statuses. Click here to learn more about Ticket Statuses and SLA timers

Under the Source property, you can now create or hide new sources and display these different sources to the agent while raising a ticket/ request

Note: This will not be displayed to requesters.

Under the Category property, the categories, sub-categories, and the items associated with a ticket can be defined

When you are done, try clicking on the New Ticket button to check how your ticket form has come up. Remember that you will see your ticket form when they submit a ticket through your portal.


1. Why can't I locate the field I created in the Field Manager?

This might be because you have multiple workspaces in your account, and the field could either be in Admin > Global Settings > Field Manager or within the specific Workspace > Field Manager.

2. Is it possible to create a custom status called "canceled" and will it work the same way as closed or resolved status?

You will be able to create a custom status field from Admin > Global Settings > Field Manager or within the specific Workspace > Field Manager > Status and add a new choice as "closed".

However even if we set the ticket to cancelled status using custom status, our system doesn't map the status to "closed". Our system still considers these as Unresolved tickets at the moment.

3. Why am I unable to CC users when raising a ticket?

Navigate to Admin > Global Settings > Field Manager > Ticket Fields, select the Search a requester option, and enable the display CC to be able to CC the users.

4.  How do I create sub-types for the category ticket field?

To add sub-categories for a field, drag and drop a Dependent field within Admin/Workspace > Field Manager > Ticket Fields. Click here to learn more about dependent fields.

5. How do we remove the SLA condition on status?

Navigate to Global Settings > Fields Manager > Select the Status field, and disable the status timer.

6. Is it possible to rename the Priority tags in ticket fields?

Unfortunately, default fields cannot be customized at the moment.

7. Is it possible to customize a default field like category based on the workspace?

To create a customized field based on a workspace, go to Global Settings Admin > Business Rules. Create a new rule, set the Applies to, condition, and in the action, hide the respective field. You will need to create an individual field for each workspace under the respective workspace admin > form fields.