---
title: "Introducing Custom Fields for Tickets — ThriveDesk Changelog"
canonical: "https://www.thrivedesk.com/changelog/introducing-custom-fields-for-tickets/"
author: "ThriveDesk"
description: "Custom Fields for Tickets let you shape your ticketing system around your own workflows, no code required."
categories: [page]
---

[All updates](https://www.thrivedesk.com/changelog/)

January 28, 2026 New

# Introducing Custom Fields for Tickets

Custom Fields for Tickets let you shape your ticketing system around your own workflows, no code required.

![Introducing Custom Fields for Tickets](https://www.thrivedesk.com/_astro/featured.CtHbwfFC_Z8VtUe.webp)

Whether you need to track a customer’s subscription tier, a product version, an internal status, or anything in between, you can now capture that information right inside each ticket.

You get structured context on every ticket that adapts to how your team already works.

See it in action

![How To Add Custom Fields in Ticket - ThriveDesk — Watch the video](https://www.thrivedesk.com/_astro/video-51cvSKcG43U.CtfuyTA6_ZuyGTF.webp)

### Why Custom Fields?

Every support team has its own workflow and data needs. Custom Fields allow you to collect and organize additional data on tickets beyond the standard fields. Imagine being able to log the product version, customer tier, issue category, or any other key detail relevant to a conversation – all within the ticket view. With these fields, you can:

Custom Fields give your team the full context on each issue at a glance, and give managers clean data to analyze and improve support operations.

-   Extend the data you collect on each ticket, ensuring all relevant info is captured.
-   Maintain consistent, structured data using predefined options (no more messy free-form notes).
-   Improve reporting and automation by filtering and running reports on custom field values. Identify trends or trigger workflows based on field data with ease.
-   Never miss critical info – mark important fields as required, so agents must fill them before sending a reply. No key detail falls through the cracks.

![Introducing Custom Fields for Tickets – Tailor Your Support, Your Way — screenshot 1](https://www.thrivedesk.com/_astro/img-1.BITivGwU_29qDyd.webp)

### New Field Types – No Code Needed

We’ve made Custom Fields flexible enough to capture various types of information without any coding or technical setup. You can choose from four field types when creating a custom field:

All it takes is a few clicks in the Inbox Settings to add a new field – no scripts, no forms to code. In fact, creating a custom field is as easy as naming it, choosing the field type, and (if it’s a Dropdown) adding your options.

Once created, custom fields live right where you need them: inside the ticket interface. You can even set default values or mark fields as required with a toggle.

If a field is marked required, agents are reminded to fill it in before sending a reply, so important data is always collected as part of the normal workflow.

-   Dropdown: A predefined list of options to select from (perfect for things like issue category or product area). Define your own options – no coding, just point-and-click.
-   Single‑line Text: A one-line free text field for short inputs (e.g. an order ID or a short note).
-   Multi‑line Text: A larger text box for longer inputs (great for descriptions, internal notes or troubleshooting steps).
-   Toggle: A simple on/off switch for yes/no or true/false values (ideal for boolean data like “Paid Customer?” or “Urgent Issue”).

![Introducing Custom Fields for Tickets – Tailor Your Support, Your Way — screenshot 2](https://www.thrivedesk.com/_astro/img-2.DNi23UPz_2eDQCr.webp)

### In-Ticket Experience

Custom Fields sit in each ticket’s sidebar, giving agents immediate access to context. In this example, selecting a “Product Area” reveals relevant sub-fields like GitHub link, Linear link, and notes, keeping everything relevant to the issue at hand.

The interface is clean and agent-friendly. Thanks to conditional logic, you can configure fields to show or hide based on another field’s value, so agents only see what’s relevant to the ticket they’re handling.

![Introducing Custom Fields for Tickets – Tailor Your Support, Your Way — screenshot 3](https://www.thrivedesk.com/_astro/img-3.C0aIawev_LHUfx.webp)

### Learn More & Get Started

Ready to set up Custom Fields? Our Help Center has a step-by-step guide for creating and using them, with screenshots and tips. Check out the full documentation here: Custom Fields Documentation.

We built Custom Fields with feedback from teams like yours, and we’re glad to finally put it in your hands. Use it to tailor ThriveDesk to how you work, from more personalized support to automation and reporting.