Custom fields

What are custom fields?

Custom fields let you add extra information to your tickets in Atlas. This helps you organize your support work in a way that makes sense for your team.

Creating a custom field

To make a new custom field, go to “ App Configuration > Data > Custom Fields ”. Click 'Add ticket field'.

You'll need to fill in some information:

Label

This is what everyone will see. It's the name of your field.

Key

This is for developers to use when setting up the field.

Edit access

Choose who can change this field. It could be just admins or developers using the API.

Description

Explain what the field is for.

Types of fields

You can create different types of fields, like dropdown menus or text boxes. Some fields can be required before a ticket can be closed or moved to a new state.

Making fields work together

You can make fields depend on each other. For example, you could have an 'Outreach Category' field with choices like 'Bug' and 'Payment'. Then, you could have a 'Sub-criteria' field that changes based on what's selected in 'Outreach Category'.

To do this, you'd set up a conditional script. It might say: If 'Outreach Category' is 'Bug', then 'Sub-criteria' should only show 'Log' and 'Error'. If 'Outreach Category' is 'Payment', 'Sub-criteria' would show different options.

Showing fields on tickets

You can choose which custom fields show up on each ticket. Go to the info pane settings to set this up. You can make some fields always show, even if they're empty. These 'always show' fields will also appear in notifications sent to agents.

Using custom fields for other things

Custom fields are great for setting up automated workflows and making reports. They help you sort your tickets in ways that make sense for your team.

Custom fields in notifications

The fields you set to 'always show' will be included when agents get notifications, like in Slack. This helps agents quickly see important information about a ticket.

Why use custom fields?

Custom fields let you:

By setting up custom fields that work for your team, you can make your support process smoother and more effective.