Custom Fields

Custom fields let you add structured data to tickets beyond the default properties. Track order numbers, product types, priority scores, or any other information relevant to your workflow.

Field Types

Keva supports 9 field types:

Creating Custom Fields

Navigate to Settings

Go to Settings → Custom Fields

Add a Field

1. Click Add Field
2. Configure the field:
   • Name: Display name (e.g., "Order ID")
   • Type: Select field type
   • Required: Whether agents must fill it
   • Description: Help text for agents

Configure Options (Select/Multi-select)

For select fields, add options:

1. Click Add Option
2. Enter option label
3. Optionally set a color
4. Repeat for all options

Save

Click Create Field to save.

Using Custom Fields

On Ticket Detail

Custom fields appear in the ticket sidebar:

1. Open a ticket
2. Find Custom Fields section
3. Click a field to edit
4. Enter/select value
5. Changes save automatically

In Filters

Filter tickets by custom fields:

1. Open inbox filters
2. Find your custom field
3. Select filter criteria
4. Apply filter

In Search

Search by custom field values:

field:order_id:ORD-12345

Field Validation

Required Fields

If a field is marked required:

• Can't close ticket without value
• Validation message shown if empty

Type Validation

Each field type enforces validation:

• Number: Must be numeric
• Email: Must be valid email format
• URL: Must be valid URL
• Date: Must be valid date

Examples

E-commerce Support

SaaS Support

Technical Support

Managing Fields

Edit a Field

1. Go to Settings → Custom Fields
2. Click the field to edit
3. Make changes
4. Save

Reorder Fields

Drag and drop fields to change display order.

Archive a Field

Instead of deleting:

1. Click field settings
2. Select Archive
3. Field hidden but data preserved

Delete a Field

1. Click field settings
2. Select Delete
3. Confirm deletion

API Access

Custom field values are available via API:

# Get ticket with custom fields
GET /api/v1/tickets/{id}
 
# Response includes:
{
  "id": "...",
  "customFields": {
    "order_id": "ORD-12345",
    "refund_requested": true
  }
}

# Update custom fields
PATCH /api/v1/tickets/{id}/custom-fields
 
{
  "order_id": "ORD-12345",
  "category": "billing"
}

Full API documentation →

Permissions

Custom field management requires:

• View: Any team member
• Edit values: Agent or above
• Create/Edit fields: Admin only
• Delete fields: Admin only