{"id":40031,"date":"2026-01-28T19:05:12","date_gmt":"2026-01-28T16:05:12","guid":{"rendered":"https:\/\/www.thrivedesk.com\/?post_type=changelog&#038;p=40031"},"modified":"2026-02-19T12:17:32","modified_gmt":"2026-02-19T09:17:32","slug":"introducing-custom-fields-for-tickets","status":"publish","type":"changelog","link":"https:\/\/www.thrivedesk.com\/fr\/changelog\/introducing-custom-fields-for-tickets\/","title":{"rendered":"Introducing Custom Fields for Tickets \u2013 Tailor Your Support, Your Way"},"content":{"rendered":"<p>We\u2019re kicking off 2026 with our first major release of the year: <strong>Custom Fields for Tickets<\/strong>. This powerful new feature lets you customize your ticketing system to fit your unique workflows with absolutely no code. <\/p>\n\n\n\n<p>Whether you need to track a customer\u2019s subscription tier, a product version, an internal status, or anything in between, you can now capture that information right inside each ticket. <\/p>\n\n\n\n<p>The result? Context-rich, structured support that adapts to your team\u2019s needs and boosts efficiency from day one.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-4-3 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"How To Add Custom Fields in Ticket - ThriveDesk\" width=\"500\" height=\"375\" src=\"https:\/\/www.youtube.com\/embed\/51cvSKcG43U?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Why Custom Fields? Empowering Context-Rich Support<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"1536\" height=\"930\" src=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-ticket-ui.png\" alt=\"\" class=\"wp-image-40033\" title=\"\" srcset=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-ticket-ui.png 1536w, https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-ticket-ui-768x465.png 768w, https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-ticket-ui-18x12.png 18w\" sizes=\"(max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n\n\n<p>Every support team has its own workflow and data needs. <strong>Custom Fields<\/strong> allow you to collect and organize additional data on tickets beyond the standard fields. Imagine being able to log the <strong>product version<\/strong>, <strong>customer tier<\/strong>, <strong>issue category<\/strong>, or any other key detail relevant to a conversation \u2013 all within the ticket view. With these fields, you can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Extend the data you collect<\/strong> on each ticket, ensuring all relevant info is captured.<\/li>\n\n\n\n<li><strong>Maintain consistent, structured data<\/strong> using predefined options (no more messy free-form notes).<\/li>\n\n\n\n<li><strong>Improve reporting and automation<\/strong> by filtering and running reports on custom field values. Identify trends or trigger workflows based on field data with ease.<\/li>\n\n\n\n<li><strong>Never miss critical info<\/strong> \u2013 mark important fields as <em>required<\/em>, so agents must fill them before sending a reply. No key detail falls through the cracks.<\/li>\n<\/ul>\n\n\n\n<p>In short, Custom Fields turn your tickets into a treasure trove of structured context. Your team gains a 360\u00b0 view of each issue at a glance, and your managers gain clean data to analyze and optimize support operations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>New Field Types \u2013 No Code Needed<\/strong><\/h3>\n\n\n\n<p>We\u2019ve made Custom Fields flexible enough to capture various types of information without any coding or technical setup. You can choose from <strong>four field types<\/strong> when creating a custom field:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dropdown:<\/strong> A predefined list of options to select from (perfect for things like issue category or product area). Define your own options \u2013 no coding, just point-and-click.<\/li>\n\n\n\n<li><strong>Single\u2011line Text:<\/strong> A one-line free text field for short inputs (e.g. an order ID or a short note).<\/li>\n\n\n\n<li><strong>Multi\u2011line Text:<\/strong> A larger text box for longer inputs (great for descriptions, internal notes or troubleshooting steps).<\/li>\n\n\n\n<li><strong>Toggle:<\/strong> A simple on\/off switch for yes\/no or true\/false values (ideal for boolean data like \u201cPaid Customer?\u201d or \u201cUrgent Issue\u201d).<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"462\" height=\"730\" src=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-types.png\" alt=\"\" class=\"wp-image-40034\" title=\"\" srcset=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-types.png 462w, https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-types-8x12.png 8w\" sizes=\"(max-width: 462px) 100vw, 462px\" \/><\/figure>\n<\/div>\n\n\n<p>All it takes is a few clicks in the <strong>Inbox Settings<\/strong> to add a new field \u2013 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\u2019s a Dropdown) adding your options.<\/p>\n\n\n\n<p>Once created, custom fields live <strong>right where you need them<\/strong>: inside the ticket interface. You can even set default values or mark fields as required with a toggle. <\/p>\n\n\n\n<p>If a field is marked <strong>required<\/strong>, agents will be gently reminded to fill it in before sending a reply, ensuring important data is always collected. It\u2019s all about making structured data collection seamless and part of the natural workflow.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Seamless In-Ticket Experience<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"927\" height=\"469\" src=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-conditional-field.png\" alt=\"\" class=\"wp-image-40035\" title=\"\" srcset=\"https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-conditional-field.png 927w, https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-conditional-field-768x389.png 768w, https:\/\/www.thrivedesk.com\/wp-content\/uploads\/2026\/01\/custom-fields-conditional-field-18x9.png 18w\" sizes=\"(max-width: 927px) 100vw, 927px\" \/><\/figure>\n<\/div>\n\n\n<p>Custom Fields are seamlessly integrated into each ticket\u2019s sidebar, giving agents immediate access to context. In this example, selecting a \u201cProduct Area\u201d reveals relevant sub-fields like GitHub link, Linear link, and notes \u2013 keeping everything clean and relevant to the issue at hand.<\/p>\n\n\n\n<p>The interface is <strong>clean and agent-friendly<\/strong>. Thanks to <strong>conditional logic<\/strong>, you can configure fields to show or hide based on another field\u2019s value, so agents only see what\u2019s relevant to the ticket they\u2019re handling.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Learn More &amp; Get Started<\/strong><\/h3>\n\n\n\n<p>Ready to supercharge your support workflow with Custom Fields? We\u2019ve got you covered. Jump into our <strong>Centre d'aide<\/strong> for a step-by-step guide on setting up and using Custom Fields, complete with screenshots and tips. Check out the full documentation here: <strong><a href=\"https:\/\/help.thrivedesk.com\/en\/custom-fields\" data-type=\"link\" data-id=\"https:\/\/help.thrivedesk.com\/en\/custom-fields\" target=\"_blank\" rel=\"noopener\">Custom Fields Documentation<\/a><\/strong>.<\/p>\n\n\n\n<p>We can\u2019t wait to see how you\u2019ll tailor ThriveDesk to your needs with this new feature. Custom Fields for Tickets open up a world of possibilities \u2013 from more personalized support to smarter automation and reporting. As always, we built this feature hand-in-hand with feedback from teams like yours, and we\u2019re excited to see the impact it will have on your day-to-day operations.<\/p>","protected":false},"featured_media":40032,"template":"","meta":{"_acf_changed":false},"class_list":["post-40031","changelog","type-changelog","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.thrivedesk.com\/fr\/wp-json\/wp\/v2\/changelog\/40031","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.thrivedesk.com\/fr\/wp-json\/wp\/v2\/changelog"}],"about":[{"href":"https:\/\/www.thrivedesk.com\/fr\/wp-json\/wp\/v2\/types\/changelog"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.thrivedesk.com\/fr\/wp-json\/wp\/v2\/media\/40032"}],"wp:attachment":[{"href":"https:\/\/www.thrivedesk.com\/fr\/wp-json\/wp\/v2\/media?parent=40031"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}