Custom Fields

Extend your tickets with additional fields to capture the data your team needs, like order numbers, product names, account IDs, or anything specific to your workflow.

What are custom fields?

Custom fields let you add your own inputs to tickets beyond the defaults (title, description, status, priority, category). They appear in three places: the ticket detail sidebar, the new ticket form, and optionally on the customer-facing portal submission form.

You can create up to 10 active custom fields per organization. Each field has a type that determines what kind of data it accepts.

Field types

FyneDesk supports three field types. The type is set when you create the field and cannot be changed afterward.

Text — a short text input with a 200-character limit. Good for things like order numbers, reference codes, or brief notes.
Dropdown — a list of predefined options that agents (or customers, if the field is portal-visible) select from. Good for categories, regions, product lines, or anything with a fixed set of choices.
Checkbox — a simple yes/no toggle. Good for flags like "Requires callback", "VIP customer", or "Escalated".

Type is permanent Once you create a field, you cannot change its type. If you need a different type, create a new field and deactivate the old one. Existing data on the old field is preserved.

How to create a custom field

1 Go to Settings in the sidebar, then open the Custom Fields page.
2 Click Add Field. If you already have 10 active fields, you will need to delete one before adding another.
3 Enter a name for the field (e.g., "Order Number", "Product Line", "Requires Callback").
4 Choose the field type: Text, Dropdown, or Checkbox.
5 Optionally toggle Required (agents must fill this field when creating a ticket) and Show on portal (the field appears on the portal submission form for customers).
6 Click Create Field. If you chose Dropdown, you can add options in the next step.

Managing dropdown options

After creating a dropdown field, click the dropdown icon on the field row to open the options manager. From here you can:

Add new options by typing in the input and clicking Add (or pressing Enter).
Remove options by clicking the remove button next to each one. If an option is currently used by existing tickets, you will see a count showing how many tickets use it, and you will be asked to confirm before removing.
Reorder options using the up/down arrows. The order here is the order agents and customers see in the dropdown.

Removing a dropdown option does not erase existing data If you remove an option that is already selected on some tickets, those tickets keep their current value. The option simply will not be available for new tickets going forward.

Required fields

Marking a field as required means agents must fill it in when creating a new ticket. If a required field is left empty, the ticket cannot be saved. You can toggle the required setting on or off at any time from the custom fields list by hovering over the field and clicking the REQ button.

Portal-visible fields

When you enable "Show on portal" for a field, it appears on the ticket submission form in your Client Portal. This lets customers provide information upfront, like an order number or product name, when they submit a request.

Fields that are both required and portal-visible will be required for customers submitting through the portal as well. Toggle portal visibility on or off from the field row using the portal icon.

Reordering fields

The order of your custom fields controls the order they appear on the ticket detail sidebar, the new ticket form, and the portal submission form. Use the up/down arrows on each field row to change the display order. Changes take effect immediately.

Editing a field name

You can rename a custom field at any time. Hover over the field row, click the edit icon, type the new name, and press Enter or click the save button. The new name appears everywhere the field is displayed. Existing data is not affected.

Deleting a field

To delete a custom field, hover over the field row and click the delete icon. You will be asked to confirm. Deleting a field permanently removes it and all associated values from every ticket. This cannot be undone.

Deletion is permanent When you delete a custom field, all values stored on tickets for that field are also deleted. If you want to stop using a field but keep the historical data, consider leaving it inactive rather than deleting it.

The 10-field limit

Each organization can have up to 10 active custom fields at a time. The counter at the top of the custom fields page shows how many you have used. If you reach the limit, you will need to delete an existing field before creating a new one.

Where custom fields appear

Ticket detail sidebar — all active custom fields are shown in the sidebar when viewing a ticket. Agents can edit values directly.
New ticket form — custom fields appear below the standard fields when creating a ticket. Required fields must be filled in.
Portal submission form — only fields marked as portal-visible appear here. Customers fill them in when submitting a request through your Client Portal.

Frequently asked questions

Can I change a field's type after creating it?

No. The field type (text, dropdown, or checkbox) is set at creation and cannot be changed. If you need a different type, create a new field with the correct type and delete the old one.

What happens to ticket data if I delete a field?

All values associated with the deleted field are permanently removed from every ticket. If you want to preserve historical data, leave the field in place rather than deleting it.

Do custom fields appear in reports?

Custom field values are stored on each ticket and visible in the ticket detail view. They are not currently included in the reporting dashboard charts, but you can see them when reviewing individual tickets.

Can agents create custom fields?

Only admins can create, edit, or delete custom fields. Agents can see and fill in custom fields on tickets, but they cannot modify the field definitions.

Is there a character limit for text fields?

Yes. Text custom fields have a 200-character limit. For longer content, use the ticket description or comments instead.

Can I have duplicate field names?

No. Each active custom field must have a unique name. If you try to create a field with the same name as an existing active field, you will see an error. Inactive (deleted) fields do not count toward this uniqueness check.