Default Fields

Learn about the Default Fields used in your Forms

Overview

All tickets comes with a set of default fields that are always present on the ticket. These fields are visible for analytical purposes on the Dashboard, on tickets in Slack and on the Web, as well as filtering options on the Tickets view.

• Assignee Who is assigned and responsible for the ticket

• Status Status of the ticket

• Priority The priority of the ticket

• Description Contains the main description of the ticket

• Organization This is a multi-purpose field that can be used to track departmants, teams or end-customer names. Learn more

• Tags Different Tag values that allow you to categorize all your tickets.

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Enable Requesters to specify values of Default Fields

You can choose to change the visibility of default Fields on selected Forms. Allowing you to display Fields such as Priority and Assignee towards the Requester when they submit the ticket. This can allow you to have Requester select more of the fields when they are submitting a ticket.

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Renaming and language translation

All default fields can be renamed and translated to your local language, or your own preferred terminology. The names will be adjusted on the Fields and be visible on the Form.

All your users who are submitting tickets will see the custom or translated name, empowering you to use your local language towards your users for the best experience.

The original name might still be present for Agents in certain places, such as the Dashboard.

Edit Default fields from the Manage fields page

Custom Statuses

Custom Statuses