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.

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Types of fields

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Standard fields

These are built-in and come with every ticket. They cover essential metadata and identification info. Examples include:

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Custom fields

Use these to collect additional structured inputs. You can create any number of fields with various data types.

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Custom field types

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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.

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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.

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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.