How to create custom ticket fields on Freshdesk

beginner 8 min read Updated 2026-03-18

Quick Answer

Create custom ticket fields in Freshdesk by navigating to Admin Settings > Ticket Fields, clicking Add Field, configuring the field type and properties, then saving. Custom fields help capture specific information relevant to your business needs.

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Prerequisites

Freshdesk admin account access
Estate or Forest plan subscription (custom fields not available on free plans)
Understanding of ticket workflow requirements
Permission to modify admin settings

Step-by-Step Instructions

Access Admin Settings

Log into your Freshdesk account and click the Admin icon in the left sidebar. From the admin panel, navigate to Ticket Fields under the Helpdesk Productivity section.

Ensure you have admin privileges before attempting to access these settings.

Add New Custom Field

Click the Add Field button in the top-right corner of the Ticket Fields page. This will open the custom field creation form.

Configure Field Properties

Enter a Field Label (display name) and Field Name (internal identifier). Select the appropriate Field Type from options like Text, Number, Dropdown, Checkbox, Date, or Paragraph. Set the field as Required if mandatory for ticket creation.

Choose field names that are descriptive and follow your naming conventions for easier management.

Set Field Options and Visibility

For dropdown fields, add your Choice Options by clicking Add Option and entering values. Configure Visible to settings to control which user groups can see this field (Agents, Requesters, or both).

Keep dropdown options concise and relevant to avoid overwhelming users with too many choices.

Configure Default Values and Placement

Set a Default Value if needed. Choose the field Position to control where it appears on the ticket form. You can also add Help Text to provide guidance to users filling out the field.

Use help text to clarify exactly what information should be entered in the field.

Set Field Dependencies (Optional)

If using conditional logic, configure Dependent Fields by selecting a parent field and specifying which values should trigger this field to appear. This helps create dynamic forms that show relevant fields based on previous selections.

Test field dependencies thoroughly to ensure they work as expected in different scenarios.

Review and Save Field

Review all field settings including label, type, visibility, and dependencies. Click Save to create the custom field. The field will now be available on your ticket creation and editing forms.

Test the Custom Field

Navigate to Tickets and click New Ticket to verify your custom field appears correctly. Test the field functionality by creating a sample ticket and ensuring data is captured and displayed properly in the ticket view.

Always test custom fields from both agent and customer perspectives to ensure proper functionality.

Common Issues & Troubleshooting

Custom field option not available

Verify you're on an Estate or Forest plan. Custom fields are not available on Sprout, Blossom, or trial accounts. Upgrade your subscription to access this feature.

Field not appearing on ticket form

Check the Visible to settings and ensure the field is set to display for the appropriate user groups. Also verify the field Status is set to Active.

Dependent field not showing/hiding correctly

Review the dependency rules and ensure parent field values exactly match the trigger conditions. Clear browser cache and test again with different field combinations.

Cannot edit or delete custom field

Ensure you have admin permissions and the field is not being used in active automation rules or workflows. Disable related automations before attempting to modify the field.

Prices mentioned in this guide are pulled from current plan data and may change. Always verify on the official Freshdesk website before purchasing.

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