> For the complete documentation index, see [llms.txt](https://help.zaapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.zaapi.com/ticket-fields/creating-ticket-fields.md).

# Creating ticket fields

Set up the ticket fields your team needs to capture, report on, and route Tickets.

{% hint style="info" %}
Only Owners and Admins can create or edit ticket fields.
{% endhint %}

### Create a ticket field

1. Go to **Settings** → **Ticket Fields**.
2. Click **Create field**.
3. Enter a **field name** — what your team will see on the Ticket sidebar.
4. Choose a **field type** (see below).
5. Configure the field's options:
   * **Required** — agents must fill this field before they can close a Ticket.
   * **Integrations** — which channels this field applies to. Use this to keep marketplace-only fields (e.g. Shopee Order ID) off Facebook Tickets.
6. Click **Save**.

The field is immediately available on every Ticket that matches the integrations you selected.

### Field types

Pick the type that matches the data you're capturing.

* **Text** — short, free-form text. Use for Summary, customer reference numbers, or anything that doesn't fit a fixed list.
* **Long text** — multi-line text. Use for internal notes or detailed context.
* **Number** — numeric values. Use for quantities, refund amounts, or anything you want to sum or average in analytics.
* **Dropdown** — single-select from a fixed list of options. Use for Priority, Resolution, Enquiry Type — anywhere you want consistency for reporting.
* **Multi-select** — pick multiple options from a list. Use when a Ticket can have more than one tag (e.g. multiple issue types).
* **Date** — single date. Use for follow-up dates, expected resolution dates.
* **Product** — links to a product in your catalogue. Use for Product Enquired so analytics can break down Tickets by SKU.
* **Toggle** — yes/no. Use for binary flags like "Escalated" or "Refund issued".

{% hint style="info" %}
**Dropdown vs. Multi-select.** If you'll filter or report on this field and you want clean, single-value charts, use Dropdown. If a Ticket can genuinely be more than one thing at once, use Multi-select.
{% endhint %}

### System fields and default fields

There are two types of pre-built fields:

* **System fields** are built into Zaapi and can't be deleted. **Summary** is a system field — it's used in Ticket lists, search, and analytics, so every Ticket needs one.
* **Default fields** ship with every workspace as a starting point but are fully editable. **Enquiry Type, Resolution, Priority, and Product Enquired** are defaults — keep them, rename them, change their options, or remove them entirely.

### Edit, disable, or delete a field

In **Settings** → **Ticket Fields**:

* **Toggle the status switch off** to disable a field. It stays on existing Tickets but doesn't appear on new ones.
* **Click the ⋯ menu** to edit the field's name, options, or rules, or to delete it.

{% hint style="warning" %}
Deleting a field also deletes the data captured in that field across every Ticket. To preserve historical data, disable the field instead.
{% endhint %}

### Tips

* **Start small.** Summary, Priority, and a Resolution dropdown will cover most teams. Add fields as your reporting needs grow.
* **Match dropdown options to how you'll report.** If your analytics need "Refunded", "Exchanged", "Repaired", make those your Resolution options — not "Customer happy" or "Issue fixed".
* **Use integrations scoping.** Keep marketplace-specific fields off messaging Tickets and vice versa. A cluttered sidebar slows agents down.
* **Review every quarter.** Fields your team stopped filling in are signals to remove or simplify.