Creating contact fields
Contact fields are the structured data you keep on every customer. Beyond the built-in basics (name, phone, email), custom contact fields let you track whatever your business cares about — customer status, total sales, account owner, signed contracts — and filter, segment, and export on it.
Only Owners and Admins can create or edit contact fields.
Create a contact field
Go to Settings → Contact Fields.
Click Create field.
Enter a field name — what your team will see on the Contact.
Add a description (optional) — a short note to help your team understand how to use this field.
Choose a field type (see below).
Click Create field.
The field appears on every Contact — in the Ticket sidebar, on the contact page, and as a column on the Contacts page.
Field types
Pick the type that matches the data you're capturing.
Text — free-form text, single-line or multi-line. Use for company names, bios, or anything that doesn't fit a fixed list.
Numbers & Currency — numeric values. Use for total sales, order counts, or anything you want to filter by ranges or sum up.
Date & Time — dates, with or without a time. Use for contract start dates, renewal dates, or last contacted.
Dropdown — single-select from a fixed list of options. Use for customer status, industry, product interests — anywhere you want consistency for filtering and segments.
Yes / No — a binary flag. Use for newsletter subscribed, VIP, or consent flags.
File upload — attach a document to the Contact. Use for signed contracts or verification documents.
User — a teammate from your workspace. Use for account owner or collaborators, so ownership is visible on every Conversation.
Dropdown vs. Text. If you'll ever filter or segment on a field, use Dropdown. Free text gives you "VIP", "vip", and "V.I.P." — three segments where you wanted one.
Default contact fields
Every Contact comes with built-in fields: First Name, Last Name, Phone Number, Email, plus secondary phone numbers and emails (collected as Conversations merge — see Merging contacts), shipping details, and a note. Custom fields extend this list.
Edit, disable, reorder, or delete a field
In Settings → Contact Fields:
Toggle the status switch off to disable a field. It's hidden from Contacts, but its data is kept — toggle it back on any time.
Drag the handle to reorder fields. This is the order your team sees in the Ticket sidebar, so put the fields agents use most at the top.
Click the ⋯ menu to edit a field's name, description, or options, or to delete it.
Deleting a field also deletes the data captured in that field across every Contact. To preserve historical data, disable the field instead.
Tips
Start with fields you'll act on. A Status dropdown, Account Owner, and one or two business-specific fields cover most teams. Add more as real needs appear.
Match dropdown options to your segments. If your campaigns target "VIP", "Repeat", and "New", make those the options — the Contacts page filters will then map straight onto your campaign lists.
Write descriptions. A one-line description is the difference between a field your team fills consistently and one that quietly rots.
Review every quarter. Fields nobody fills in are clutter in the sidebar — disable them.
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