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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

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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.

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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

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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