Custom fields let you attach extra structured data to tickets — order numbers, account IDs, drop-down selections, and more. Configure them under Configuration → Custom fields.
Fields can be text, numbers, dates, checkboxes, or drop-downs, so you can capture exactly the data your process needs. You can also control whether a field is visible to customers on the portal — so you can collect internal-only data as well as details you ask the customer to provide when they submit a ticket.
Consistent structured data turns free-text tickets into something you can filter, route, and report on — for example, finding all tickets for a particular account or product.