Custom fields

Tag and categorize support tickets with specific, and customizable labels.

Overview

Custom fields provide advanced categorization and organization for handling requests. These are fully searchable, and you get deep analytics on each custom field, allowing you to uncover trends, identify bottlenecks, and optimize your workflow.

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Say goodbye to manual entriesβ€”Thena’s AI auto-fills custom fields effortlessly.


Configuration

To create a new custom field, go to Settings on the web app, select Custom fields, and click + Create custom field.

Custom field metadata

NameDescription
NameThe label or identifier for the custom field.
TypeTypes of fields supported

- Single-select
- Multi-select
- Radio
- Link
Available valuesThe set of selectable values.
Mandatory on closeCustom field that must be filled for request closure.
AI auto-applyCustom field automatically populated by AI unless manually overridden.

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Custom fields that are manually assigned cannot be overridden by AI.