When it comes to ticket management in Freshservice, the ability to customize ticket fields can be invaluable in streamlining your workflow and improving customer satisfaction.

In addition to the standard ticket fields like requestor email, subject, and description, Freshservice offers a range of customizable fields that you can add to your forms to suit your needs. These include single-line text, number, paragraph text, checkbox, drop-down, and multi-select dropdown fields. These fields can be used to collect specific information from customers, such as their name, phone number, order ID, subscriptions, product purchased, and more. 

Different types of fields available in Freshservice:

Custom Ticket Fields

Examples of where to use

Single line text

Customer name


Order ID, Phone number, etc.

Paragraph Text

Additional description or notes


Subscriptions purchased by customer

Drop down

Country, state and product purchased

Multi-Select Dropdown

Applications, Hobbies, Locations, etc.

Dependent Fields

Product - Problem category - Issue

DateDate a warranty or license expires, the date a contract was signed
DecimalMonetary values, percentages, or ratings
URLLinks to relevant knowledge base articles, product manuals, or other helpful resources
ContentInstructions, descriptions etc

You can refer to our solution article on setting up form fields for various modules like tickets, releases, changes, etc, for more detailed information.

In addition to custom fields, Freshservice also provides a set of default fields that cannot be removed. These fields include requestor email, subject, type, status, priority, group, agent, description, urgency, impact, and category. These fields play an important role in the ticket management process by providing context and allowing agents to prioritize and categorize tickets based on their urgency and impact.

List of default fields available in Freshservice:

Default Fields

What this is and why it is important

Requestor **

Customer’s email address

AssetAsset information linked to the ticket
Asset numberAsset ID
Asset typeType of the asset

Ticket subject helps you get quick context

Source**Source of the ticket/incident like Phone email etc
Status**Status of the ticket/incident like Open, Pending etc
Urgency**Determines how soon a ticket should be resolved
Impact**The effect the ticket/incident has on service levels


Shows whether the ticket is Urgent, High, Medium or Low Priority ticket


Agent group that the ticket is assigned to


Agent who is currently assigned and working on the ticket


Detailed description of the ticket

Category*A 3-tiered dependent field to help categorize tickets

* Customizable Field

** Cannot be deleted