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Standard fields

Standard fields are built-in fields that come with every ticket. They provide essential information and functionality for ticket management.

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Core fields

  • Ticket ID - System-generated unique identifier
  • UID - Human-readable unique identifier
  • Title - Brief description of the ticket
  • Description - Detailed explanation of the ticket
  • Organization ID - Associated organization
  • Team ID - Assigned team
  • Form ID - Source form reference
  • Requestor Email - Email of the person requesting
  • Customer Contact - Associated customer contact
  • Submitter Email - Email of the person who submitted

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Default values

The following standard fields have default values at the team level. Each team can customize these values according to their needs.
Default priorities for each team:
  • Low: Routine issues that can be handled during normal business hours
  • Medium (Default): Issues requiring attention within standard SLA
  • High: Important issues needing prompt attention
  • Urgent: Critical issues requiring immediate attention
Default types for each team:
  • Bug: Error or issue in the code (Color: #db1f61)
  • Feature Request: Request for a new feature (Color: #1f74db)
  • Question: Request for information (Color: #1fdb8a)
  • Task: Request for a new task (Color: #db7a1f)

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Additional attributes

Dates and timing

  • Created At
  • Updated At
  • Due Date
  • Resolution Date

Progress tracking

  • Status
  • Priority
  • Progress Percentage
  • Time Spent

Status flags

  • Is Active
  • Is Deleted
  • Is Draft
  • Is Resolved

Metadata

  • Source
  • Channel
  • Category
  • Version

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Tags

Tags provide a flexible way to categorize and organize tickets. They can be used for filtering, reporting, and automation.

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Tag structure

Tag properties

  • Name (unique identifier)
  • Display Name
  • Color
  • Description
  • Organization ID

Tag metadata

  • Created At
  • Updated At
  • Created By
  • Is Active
  • Is System Tag

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Tag usage

  • Categorize tickets
  • Group related items
  • Filter and search
  • Generate reports
  • Trigger workflows
  • Route tickets
  • Set priorities
  • Apply rules

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Best practices

Field management

  • Keep data accurate and up-to-date
  • Use consistent formatting
  • Follow naming conventions
  • Regular data cleanup

Tag management

  • Use meaningful names
  • Maintain tag hierarchy
  • Review and cleanup regularly
  • Document tag purposes

Custom fields

Learn about extending tickets with custom fields

Forms

Configure forms for ticket creation

Workflows

Automate processes using fields and tags

Best practices

Field and tag management guidelines

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API endpoints

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Field configuration

{
  "displayName": "High",
  "description": "This is a high priority ticket",
  "isDefault": true,
  "name": "High",
  "teamId": "123e4567-e89b-12d3-a456-426614174000"
}
Field configurations determine how data is collected, validated, and displayed in tickets. Changes to field configurations may affect existing tickets.

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Available operations

# Type management
GET /v1/tickets/type/{id}          # Get a ticket type by ID
PATCH /v1/tickets/type/{id}        # Update a custom ticket type
DELETE /v1/tickets/type/{id}       # Delete a custom ticket type

# Priority management
GET /v1/tickets/priority           # Get all ticket priorities
POST /v1/tickets/priority          # Create a new custom ticket priority
GET /v1/tickets/priority/{id}      # Get a ticket priority by ID
PATCH /v1/tickets/priority/{id}    # Update a custom ticket priority
DELETE /v1/tickets/priority/{id}   # Delete a custom ticket priority
All endpoints require authentication and appropriate permissions. System default fields cannot be deleted.
For detailed API specifications, see:
# Get all available tags
GET /v1/tickets/tags

# Create a new tag
POST /v1/tickets/tags
Content-Type: application/json

# Delete a tag
DELETE /v1/tickets/tags/{id}
For detailed API specifications, see Tag Management