Ticket fields
Learn how to configure and manage ticket fields in the Thena ticketing system.
Ticket fields are one of the most powerful and flexible features on the Thena platform. They let you collect, structure, and act on the right data across your support workflows.
Thena supports both standard fields and custom fields, giving teams full control over what data is tracked—without compromising speed or usability.
Types of fields
Standard fields
These are built-in and come with every ticket. They cover essential metadata and identification info. Examples include:
Identification
Identification
ID, Ticket ID, Title, AI-generated title, Description, AI-generated summary
Time metadata
Time metadata
Created at, Updated at, Due date
Ticket properties
Ticket properties
Is escalated, Is draft, Private, Sentiment, Story points, Source, Team, Parent team, Assigned agent
Lookup fields
Lookup fields
Account, Team, Source, Assigned agent, Sentiment, Customer contact
Custom fields
Use these to collect additional structured inputs. You can create any number of fields with various data types.
Custom field types
Text fields
Text fields
Single line, Multi line, Rich text
Number fields
Number fields
Integer, Decimal, Currency
Date and time fields
Date and time fields
Date, Date & time, Time
Choice fields
Choice fields
Single choice, Multi choice, Radio buttons, Checkboxes
Specialized fields
Specialized fields
File upload, Email, Phone number, URL, Address, Rating, Coordinates, IP address, Regex, Password
Advanced fields
Advanced fields
Calculated, Lookup, Toggle / Boolean
Field settings
Customize each field with powerful controls:
- Required settings
- Mandatory on creation
- Mandatory on close
- Visibility settings
- Visible to customers
- Editable by customers
- Field settings
- Placeholder text
- Hint/help text
- Form behavior
- Auto-add to all forms
This allows fine-grained control of how fields behave across workflows and customer- facing forms.
Managing fields
You can search, manage, and update fields anytime from the Ticket fields settings page. Each field is clearly labeled by type and whether it’s standard or custom.
Why ticket fields matter
Better triage and routing
Collect the right information upfront to automatically route tickets to the right teams and prioritize effectively.
Power automations
Build powerful SLAs and automated workflows based on field values to streamline support processes.
Smarter analytics
Generate insightful reports and track performance metrics with structured ticket data.
Relevant data collection
Collect only what matters, when it matters, creating a better experience for both agents and customers.