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Help Center›Admin Setup (For Admins)›Data›How to create and manage custom fields
Table of contents
  • Overview
  • Key Features
  • Field types
  • How to create a custom field
  • How to edit a custom field
  • How to archive a custom field
  • How to add conditions to a custom field
  • Example: Filter sub-categories by category
  • FAQs & Troubleshooting
  • Why can't I add conditions to my field?
  • Why doesn't my DynamicList show any options?
  • What does my API need to return for a dynamic field?
  • Can I change a field's type after saving it?
  • What happens if a ticket status changes while a required field is empty?
  • Do conditional rules support OR logic?
  • Can I restore an archived field?

    • How to create and manage custom fields

    Last updated October 13, 2026

    Who can use this feature?
    Admins only.

    Overview

    Custom fields capture the information your business needs that the default profiles don't cover. Add them to tickets, customers and accounts to give your team more context, without any development.

    Each field works as a building block of your data. You decide what information it collects, how it's validated and when each option appears, so your team enters data the same way every time.

    Agents see custom fields in the info pane, under "Ticket Information", "Customer Information" or "Account Information".

    Related articles:
    •  How to create and manage API templates: Set up the API requests that fill dynamic fields.
    •  How to configure the info pane (side pane): Choose what agents see next to a ticket.

    Key Features

    • Many data types: Capture text, numbers, decimals, booleans, dates, URLs and full addresses.
    • Dropdown lists: Let users pick one or several options from a fixed list.
    • Links to Atlas records: Let users select an agent, customer, account or ticket, and open it in one click.
    • Dynamic options from your API: Fill single or multi-select dropdowns in real time with data from your own systems.
    • Conditions: Use If/Then rules to limit the options of one field based on the value of another.
    • Edit access: Choose whether Agents, Admins or only the API can edit each field.
    • Required fields: Ask agents to fill in a field before they move a ticket out of "Open".

    Field types

    Choose the field type that matches the information you want to collect.

    Standard dataStatic selectionSystem referenceDynamic collection
    Field typeWhat it collects
    "Text"Free-form alphanumeric input.
    "Number"Whole numbers (integers) only.
    "Decimal"Numbers with fractional parts, such as currency or rates.
    "Boolean"True or False.
    "Date"A calendar date.
    "URL"A web link, validated as a URL.
    "Address"A physical address with Street 1, Street 2, City, State/Province/Region, ZIP Code and Country.
    Field typeWhat it collects
    "List"A dropdown with a fixed list. Users select one option.
    "MultiSelect"A dropdown with a fixed list. Users select several options.

    These fields link to live records in Atlas. Click the selected item to open its details.

    Field typeWhat it collects
    "Agent"An active teammate.
    "Customer"A customer profile.
    "Account"An account.
    "Ticket"A ticket.
    Field typeWhat it collects
    "DynamicList"A single-select dropdown filled by an external source through an API.
    "DynamicMultiSelect"A multi-select dropdown filled by an external source through an API.

    How to create a custom field

    Requirements:
    For "DynamicList" and "DynamicMultiSelect" fields, an API template in "App Configuration > Data > API templates".
    1. Go to  "App Configuration > Data > Custom fields"  and select the "Ticket", "Customer" or "Account" tab, depending on where you want the field.
    2. Click "Add ticket field", "Add customer field" or "Add account field".
    3. Select the "Field type". See "Field types" above for the full list. Then complete the extra settings for these types:
    • "Address": Atlas adds the Street 1, Street 2, City, State/Province/Region, ZIP Code and Country fields.
    • "List" or "MultiSelect": Click "+ Add List Options" and add each option for the dropdown.
    • "DynamicList" or "DynamicMultiSelect": Select an API template, then set the response settings:
    • "Cache response": How long to cache the response, in seconds.
    • "Response data key": The key in the response that holds the data. Leave it empty if the response is an array.
    • "Map label": How to select the option label from the response.
    • "Map value": How to select the option value from the response.
    1. Enter the "Label". This is the field name your team sees.
    2. Optionally, change the "Key". Atlas creates it automatically from the label.
    3. Select the "Edit access":
    • "Agents": Agents can edit the field.
    • "Admins": Only Admins can edit the field.
    • "API": The field can only be edited through the API.
    1. Optionally, enter a "Description" and select a "Default value".
    2. Optionally, turn on the toggle to make the field required when a ticket moves out of "Open".
    3. Click "Create".

    The field appears right away under "Ticket Information", "Customer Information" or "Account Information" in the info pane.

    Important:
    When a field is required and an agent changes the ticket status from "Open" to any other status, a window asks them to complete the field, but only if it's empty.

    How to edit a custom field

    1. Go to  "App Configuration > Data > Custom fields"  and select the "Ticket", "Customer" or "Account" tab.
    2. Click the field row, or click the ellipsis icon next to it and select "Edit".
    3. Make your changes and click "Save".
    Important:
    You can't change the "Field type" after the field is created.

    How to archive a custom field

    1. Go to  "App Configuration > Data > Custom fields"  and select the "Ticket", "Customer" or "Account" tab.
    2. Click the ellipsis icon next to the field and select "Archive".
    3. Click "Ok" to confirm.
    Warning:
    Archiving can't be undone.

    How to add conditions to a custom field

    Once you create a custom field, you can build If/Then rules that filter or restrict its options based on the value selected in another field.

    Important:
    "Account", "Ticket", "Customer", "Agent", "URL" and "Address" fields don't support conditions.
    1. Go to  "App Configuration > Data > Custom fields"  and select the "Ticket", "Customer" or "Account" tab.
    2. Click the field row, or click the ellipsis icon next to it and select "Edit".
    3. In the "Conditions" section, click "Add".
    4. Under If this field:
    • "Select entity": Choose where the field to evaluate is: Ticket, Customer or Account. By default, only the current context is shown.
    • "Select field": Choose the field to evaluate, for example ETA, Category or Priority.
    1. Under Has these values, in "Select value", choose the operator and the values. The operators depend on the field type (see the operators below).
    2. Under Then allow these values, select the values this field allows when the rule is met.
    3. Optionally, click "Add another condition +" to add more conditions to the rule.
    4. Click "Create rule".
    5. To add another rule, click "Add" in the "Conditions" section again and repeat steps 4 to 8.
    6. Click "Save" to save all the conditions.
    Important:
    Conditions within a rule use AND logic: all of them must be true at the same time. For OR logic, create separate rules on the same field.
    TextNumber, DecimalBooleanDateList, MultiSelectDynamic
    OperatorDescriptionExample
    IsExactly matches the entered text.Subject Is "Billing Error"
    ContainsThe text includes a specific substring.Description Contains "Refund"
    Does not containThe text doesn't include a specific substring.Name Does not contain "John"
    Is not nullThe field is not empty.Customer Name Is not null
    OperatorDescriptionExample
    eq (Equal)Exactly matches the entered number.Customer ID eq 30294
    gt (Greater than)Strictly greater than the entered value.Amount gt 1000
    lt (Less than)Strictly less than the entered value.Count lt 5
    gte (Greater than or equal)Greater than or equal to the entered value.Age gte 18
    lte (Less than or equal)Less than or equal to the entered value.SLA Hours Remaining lte 2
    OperatorDescriptionExample
    IsMatches a true/false state.VIP Client Is True
    Is notMatches the opposite state.Is Escalated Is not True
    OperatorDescriptionExample
    IsExactly matches a date.Customer dob Is 2006-07-22
    lt (Less than)Before a target date.Due Date lt 2026-08-01
    gt (Greater than)After a target date.Expiration Date gt 2026-12-31
    OperatorDescriptionExample
    Is one ofThe value matches any of the selected items.Ticket Region Is one of "LATAM", "EMEA"
    OperatorDescriptionExample
    Is not nullAn item from the API response is selected.External Account ID Is not null

    Example: Filter sub-categories by category

    This rule on a "Sub-Category" custom field filters its dropdown based on the ticket's main "Category" field. When a hardware-related category is chosen, only hardware sub-categories are available, which keeps your data accurate.

    SettingValue
    NameHardware Sub-Category Filter
    Select entityTicket
    Select fieldCategory
    OperatorIs one of
    Has these values"Hardware", "Networking"
    ActionValue
    Then allow these values"Router", "Modem", "Switch"

    In the ticket interface, an agent selects "Hardware" or "Networking" in "Category". The rule's conditions are met, so the "Sub-Category" dropdown shows only "Router", "Modem" and "Switch".

    Important:
    If a condition isn't met, for example the Category is "Software" or "Billing", the rule doesn't apply and the sub-category options aren't restricted.

    FAQs & Troubleshooting

    Why can't I add conditions to my field?

    "Account", "Ticket", "Customer", "Agent", "URL" and "Address" fields don't support conditions. Also check that the field you're evaluating has values to compare.

    Why doesn't my DynamicList show any options?

    Check your API template and the field's response settings:

    • Your endpoint is active and returns a 200 OK status.
    • If the results are nested, for example {"items": [...]}, "Response data key" is set to items. Leave it empty only if the response is an array.
    • "Map label" and "Map value" match the response keys exactly. They are case-sensitive.

    What does my API need to return for a dynamic field?

    An HTTP endpoint, usually a GET request, that returns a JSON payload with the options to display.

    Can I change a field's type after saving it?

    No. Archive the field and create a new one with the type you need.

    What happens if a ticket status changes while a required field is empty?

    If "Required when moving from open status" is on, moving the ticket out of "Open" opens a window. The agent must fill in the field before the status changes.

    Do conditional rules support OR logic?

    Conditions within one rule use AND logic. For OR scenarios, create separate rules on the same field.

    Can I restore an archived field?

    No. Archiving is permanent.

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