About ticket fields

<body>
<p id="docs-hc-snippet" style="display: none;">Typically, when end users submit support requests, they provide the subject and description of their question or support issue instandard ticket fields. They may also be prompted to provide additional data such as a product type or model number usingcustom ticket fields.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Ticket fields collect the details you need to manage support requests, including standard fields like requester, subject, description, status, type, priority, tags, and assignee, plus custom fields for extra information. You can use them in ticket forms, workflows, triggers, automations, APIs, and placeholders to organize cases, capture better data, and route requests with more context.</p>
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<div class="body">

<p class="p">Typically, when end users submit support requests, they provide the subject and description
of their question or support issue in <em class="ph i">standard ticket fields</em>. They may also be prompted
to provide additional data such as a product type or model number using <em class="ph i">custom ticket
fields</em>. </p>
<p class="p">Collectively, a predefined set of ticket fields are a <em class="ph i">ticket form</em>. Ticket fields on a
ticket form are visible to end users in the contact form, in the help center or Web Widget
(Classic) for example, and to agents in a ticket, as shown here.</p>
<p class="p"><img class="image img-screenshot" id="topic-1__image_lym_22n_mjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_fields4.png" width="600"></p>
<p class="p">Tickets contain other data that you can access using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138#topic_giz_opl_rc" target="_blank">placeholders</a>, <a class="xref" href="https://developer.zendesk.com/api-reference/" target="_blank">Zendesk
APIs</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843730458" target="_blank">triggers</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882001690" target="_blank">automations</a>. Ticket fields don't need to be on a ticket form to be
used in these places, or within a ticket.</p>
<p class="p">There are two types of ticket fields:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_hgy_xt3_3nb">
<li class="li">
<strong class="ph b">Standard ticket fields</strong> are the predefined fields that agents see in a ticket.
Additional standard fields are added to the ticket page when you activate additional
Zendesk Support features, such as ticket sharing. You can deactivate and reactivate some
(but not all) of the standard fields.<p class="p">See the <a class="xref" href="#topic_drw_ft1_3nb">complete list of standard ticket fields</a>.</p>
</li>
<li class="li">
<strong class="ph b">Custom ticket fields</strong> can be created in addition to standard ticket fields to
gather additional information from the person who is requesting support. For example, you
may add a custom field prompting them to select a product name or model number.<p class="p">See the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562" target="_blank">complete list of custom ticket field types</a>.</p>
<p class="p">Also, see
the following articles:</p>
<ul class="ul" id="topic-1__ul_swz_pv3_3nb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888481178" target="_blank">Optimizing your ticket form</a> to understand
ticket fields and do some planning to build an optimal ticket form.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom fields to your tickets and support
request form</a> to create the custom ticket fields you need. </li>
</ul>
</li>
</ul>
</div>
<p class="p">You can view and manage all of your ticket fields on the Fields admin page. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832419738" target="_blank">Viewing your ticket fields</a>. </p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_drw_ft1_3nb">
<h2 class="title topictitle2" id="ariaid-title2">Standard ticket fields</h2>
<div class="body">
<p class="p">The following fields are considered standard ticket fields and are part of tickets by
default for all Zendesk Suite and Support accounts. Some standard fields can't be edited.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894213018" target="_blank">About system ticket rules</a>.</p>
<div class="p">Depending on your plan type, you may have access to additional standard ticket fields:<ul class="ul" id="topic_drw_ft1_3nb__ul_eld_xxp_xgc">
<li class="li"><a class="xref" href="#topic_djc_ky3_q2c">Additional ticket fields for employee services</a></li>
<li class="li"><a class="xref" href="#topic_z1x_mtp_xgc">Additional ticket fields for the Copilot add-on</a></li>
<li class="li"><a class="xref" href="#topic_ifq_4wr_xjc">Additional ticket fields for automatic setup</a></li>
</ul>
</div>
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<col style="width:84.98498498498499%">
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d87e165" style="vertical-align:top;">Standard field</th>
<th class="entry cellrowborder" id="d87e168" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Requester</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">All tickets require a requester. The requester is the person who made the
support request. <p class="p">If a ticket is created by an agent and the requester field is
left empty, then the agent will be the requester of the ticket. If needed, the
ticket requester can be changed to someone else. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886900506" target="_blank">Updating the ticket requester</a>. </p>
<p class="p">You can also
create a ticket on someone else's behalf. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618" target="_blank">Creating a ticket on behalf of the
requester</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Follower</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Followers can be agents, light agents, or admins, but not end users. Similar to
a persistent BCC, followers receive notifications when ticket updates occur, and
they can view and create internal notes. Followers are invisible to end users, but
CCs are not. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829504154#topic_kzy_zwq_4fb" target="_blank">When to use CCs and followers</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Assignee</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">The assignee can be either a group or a specific agent. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887127450" target="_blank">Manually assigning a ticket to yourself, another agent, or a
group</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">CCs</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">If you have been configured to allow it, other people can be copied on tickets.
Both the requester and agents can add CCs to a ticket. The requester does it by
adding CC email addresses if they requested support via your support email address.
Agents can add CCs using the CC field when updating the ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">Using CCs, followers, and @mentions</a>. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Share</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">The Share field is only displayed if you have enabled ticket sharing, which
means that tickets can be shared with other Zendesk Support accounts. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886265370" target="_blank">Sharing tickets</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Subject</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">The Subject field is required and can be up to 255 characters.
It's typically included in
the support request submitted by the requester. For example, when someone submits a
support request through email, the subject line of the email is used as the ticket's
subject. If the ticket title does not appear in the ticket subject, your Subject
field might not be visible to end users. To correct this, see this <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827535770" target="_blank">Support Tech Note</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Description</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">The Description field is required. The description is the first comment in the
ticket, whether it's public or internal. When a user submits an email support
request, the body of the email request is used as the description.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Status</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">There are six standard ticket status values. A ticket's status can be set and
updated either manually by an agent or automatically via your business rules. <p class="p">If
you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated custom ticket statuses</a>, your
account may include additional ticket statuses. The standard ticket statuses
listed below are the default ticket statuses of your ticket status categories. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402" target="_blank">Managing ticket statuses</a>.</p>
<ul class="ul" id="topic_drw_ft1_3nb__ul_ty5_dsb_bmb">
<li class="li">
<strong class="ph b">New</strong> means that the request was received but that it has not been opened
and has not been assigned to an agent. The New status can indicate that the
support team is evaluating it to determine who should be assigned to resolve it.
After changing the status from New to another status, you can't change the
status back to New.</li>
<li class="li">
<strong class="ph b">Open</strong> means that the request has been assigned to an agent who is
working to resolve it. Once a ticket status changes to Open, it can never return
to New. If your tickets are being created in the Open status instead of New, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827594266" target="_blank">Why are new tickets being created in Open
status?</a>
</li>
<li class="li">
<strong class="ph b">Pending</strong> means that the assigned agent has a follow-up question for the
requester. The agent may need more information about the support issue. Requests
that are set to Pending typically remain that way until the requester responds
and provides the information the agent needs to continue resolving the request. </li>
<li class="li">
<strong class="ph b">On-hold</strong> means that the support request is awaiting a resolution from a
third party, someone who is not a member of your support staff and does not have
an agent account. This status is optional and must be added. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458" target="_blank">Adding the On-hold ticket status to Zendesk
Support</a>.</li>
<li class="li">
<strong class="ph b">Solved</strong> means that the agent has resolved the support issue. Solved
tickets are closed, typically, a number of days after they have been set to
Solved (the exact number of days depends on how an Administrator set this up).
Until a ticket is closed, the requester can reopen the ticket. For example, the
requester may not agree with the agent that the support issue is resolved and
reply back to the ticket solved email notification.</li>
<li class="li">
<strong class="ph b">Closed</strong> means that the ticket is complete and can't be reopened.
Requesters however can create follow-up requests for closed requests. A ticket's
status cannot be changed to Closed manually. Closing a ticket is handled
automatically via your business rules. </li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Type</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">There are four values for type. Setting the type helps you to categorize your
tickets, which you can then use in your workflow. For example, you can create views
of tickets by their type. While the field can be blank initially (and through any
number of updates), once you change the field to a specified type, you can't change
it to blank again. <ul class="ul" id="topic_drw_ft1_3nb__ul_ujb_wsb_bmb">
<li class="li">
<strong class="ph b">Question</strong> is used to indicate that the requester's issue is a question
rather than a problem that needs to be solved. </li>
<li class="li">
<strong class="ph b">Incident</strong> is used to indicate that the requester is experiencing a
single occurrence of a larger problem that is affecting multiple users. </li>
<li class="li">
<strong class="ph b">Problem</strong> is used to indicate that the requester is having an issue with
your product or service that needs to be resolved and that is affecting multiple
users. For example, if the wireless network in an office stops working, the
problem will probably generate several support requests. Instead of handling
each ticket separately, create one ticket describing the problem and set the
type to Problem.</li>
<li class="li">Link incident tickets to problem tickets. When you solve the problem ticket,
all linked incident tickets are solved too. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835103898" target="_blank">Working with problem and incident
tickets</a>.</li>
<li class="li">
<strong class="ph b">Task</strong> is used when you want to assign the ticket as a task to a specific
agent. After you select <strong class="ph b">Task</strong>, you have the option to set a <strong class="ph b">Task Due
Date</strong>. The due date is defined as 12pm in the user's browser's local
timezone on the date specified. </li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738#topic_l24_3gw_jz" target="_blank">deactivate</a> the Type field, all your
tickets default to Incident, which is one of the most-common ticket types.
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Multi-recipient email ID</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Available when you turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10584454777370" target="_blank">multiple-recipient email tickets</a>. This read-only field is
automatically populated with an identifier shared by tickets created from the same
inbound email sent to multiple addresses. Use this identifier to identify related
tickets.<p class="p">For accounts with more than one ticket form, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">manually add this field to ticket forms</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Priority</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">There are four values for priority: <strong class="ph b">Low</strong>, <strong class="ph b">Normal</strong>, <strong class="ph b">High</strong>, and
<strong class="ph b">Urgent</strong>.<p class="p">By default, all of these four values are available, but you can
allow only the Normal and High values to appear. To do so, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738#topic_vgj_3gw_jz" target="_blank">edit the priority field</a>, then change the
setting under <strong class="ph b">Field values</strong>.</p>
<p class="p">Priority is not a required field, so you
do not always need to select a value. How you weigh the priority of your tickets
is up to you. If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738#topic_l24_3gw_jz" target="_blank">deactivate</a> the Priority field, Zendesk SLA
targets will not apply. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866#topic_tsz_1yv_rr" target="_blank">Setting up SLA policies</a>.
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Tags</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Tags are used throughout to add additional information to tickets, which can
then be used in your ticket workflow. Tags can be added to tickets in the following ways:<div class="p">
<ul class="ul" id="topic_drw_ft1_3nb__ul_oyp_5gt_mjb">
<li class="li">You can add them manually.</li>
<li class="li">Tags can be added (and removed) automatically based on your business rules. </li>
<li class="li">Tags can be added to users and organizations and these tags are
automatically added to tickets. </li>
</ul>
</div>
<p class="p">Tags are enabled by default but can be disabled. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829424794" target="_blank">Enabling and disabling ticket tags</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Approval status</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Visible only after approval requests have been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9475816348442" target="_blank">turned on</a>.<div class="p">This field is automatically updated to
reflect the status an approval request associated with the ticket. There are four
values: <strong class="ph b">Pending</strong>, <strong class="ph b">Approved</strong>, <strong class="ph b">Denied</strong>, and
<strong class="ph b">Withdrawn</strong>.<div class="note">
<span class="notetitle">Note:</span> For accounts with more than one ticket form, this field
must be manually <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">added to ticket
forms</a>.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Service</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Visible only on tickets associated with a brand that has the service catalog
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">turned on</a>.<p class="p">This field can be used to
convert tickets to service requests and vice versa. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11114620990490" target="_blank">Converting tickets to service
requests</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Resolution type</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">
<p class="p" dir="ltr">For tickets that consume an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolution</a>, this field appears and displays a
value of <strong class="ph b">Automated</strong>. If a given AI agent ticket does not consume an
automated resolution, this field displays a null value.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Resolution tier</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Shows the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">level of automation</a> required to solve a ticket. The values
are <strong class="ph b">Assisted escalation,</strong>
<strong class="ph b">Contained resolution</strong>, or <strong class="ph b">Verified resolution</strong>. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e165" style="vertical-align:top;">Channel group</td>
<td class="entry cellrowborder" headers="d87e168" style="vertical-align:top;">Shows the channel group associated with the resolution. This field has a
<strong class="ph b">Digital</strong> value for email and messaging channels and a <strong class="ph b">Voice</strong> value for
voice channels. </td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_djc_ky3_q2c">
<h3 class="title topictitle3" id="ariaid-title3">Additional ticket fields for employee services</h3>
<div class="body">
<p class="p">Employee Service Suite plans include several additional ticket forms that are specialized
for common HR and IT inquiries. To support those specialized ticket forms, the following
ticket fields are predefined for Employee Service Suite plans.</p>
<p class="p">All of these fields are labeled as <em class="ph i">[SAMPLE] </em> on the Ticket fields page in Admin
Center for clarity. However, <em class="ph i">[SAMPLE] </em> is excluded from the titles shown to
customers.</p>
<p class="p">These fields are active by default, but can be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828883738" target="_blank">deactivated or deleted</a> if you don't need them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012803758362" target="_blank">Using the sample data for employee services</a>.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_djc_ky3_q2c__table_cpy_zy3_q2c" rules="all" summary="">
<colgroup>
<col style="width:25%">
<col style="width:25%">
<col style="width:25%">
<col style="width:25%">
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<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d87e627" style="text-align:left;vertical-align:top;">Field</th>
<th class="entry cellrowborder" id="d87e630" style="text-align:left;vertical-align:top;">Industry</th>
<th class="entry cellrowborder" id="d87e633" style="text-align:left;vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d87e636" style="text-align:left;vertical-align:top;">Ticket forms</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] New hire name</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field in the New hire onboarding ticket form that contains a new
employee's name.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Expected start date</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A date field in the New hire onboarding ticket form that indicates a new
employee's expected start date.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] New hire office location</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field in the New hire onboarding ticket form that contains the new
employee's office location.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Laptop requested</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field in the New hire onboarding ticket form that indicates whether a
laptop has been requested for the new employee.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Software name</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">IT</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field indicating the name of the software for which access is being
requested.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">Software access</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Leave type</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field indicating the type of leave being requested or inquired about.
For example, FMLA or parental leave.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">Leave request, Parental leave</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Expected leave duration</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field indicating how long the requested leave is expected to
be.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">Leave request</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Expected leave start date</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A date field indicating the start date of the requested leave.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">Leave request</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Employee ID</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field indicating the employee's ID.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">Payroll questions</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Department</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR, IT</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field indicating the employee's department within the
organization.<p class="p">In employee service accounts, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7584022494874" target="_blank">brands</a> are expected to be used to
differentiate groups of agents within the account (HR, IT, Legal, etc.), while
this custom field could be used to designate the employee's location within the
organization, such as Engineering.</p>
</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding, Payroll question, New laptop request, Software
access</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e627" style="text-align:left;vertical-align:top;">[SAMPLE] Approval status</td>
<td class="entry cellrowborder" headers="d87e630" style="text-align:left;vertical-align:top;">HR, IT</td>
<td class="entry cellrowborder" headers="d87e633" style="text-align:left;vertical-align:top;">A text field, editable by agents and admins only, indicating whether a
request made in the ticket is approved.</td>
<td class="entry cellrowborder" headers="d87e636" style="text-align:left;vertical-align:top;">New hire onboarding, Payroll question, New laptop request, Software
access</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_z1x_mtp_xgc">
<h3 class="title topictitle3" id="ariaid-title4">Additional ticket fields for the Copilot add-on</h3>
<div class="body">
<p class="p">If you have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">Copilot add-on</a>, then your account includes
additional standard ticket fields. These fields store AI-generated values and associated
information.</p>
<div class="note">
<span class="notetitle">Note:</span> If you purchased the Copilot add-on before June 11, 2026, you'll see custom ticket
fields for intelligent triage classifications until later in 2026. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_w34_zlr_ljc" target="_blank">About intelligent triage fields</a> to learn
more.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_z1x_mtp_xgc__table_yhn_2yp_xgc" rules="all" summary="">
<colgroup>
<col style="width:15.015015015015015%">
<col style="width:84.98498498498499%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d87e854" style="vertical-align:top;">Standard field</th>
<th class="entry cellrowborder" id="d87e857" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Summary</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The AI-generated summary of a ticket. AI-generated ticket summaries are a
concise recap of all the public comments and internal notes that have been added
to a ticket so far. To learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037565521946#topic_iz1_hp1_xcc" target="_blank">About ticket summarization</a>.<p class="p">The Summary
field is populated only when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8037649972634#topic_uxh_1m1_xcc" target="_blank">an agent manually refreshes the ticket
summary</a>. The field stores the latest summary generated by the agent in
the language in which it was created.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Summary agent ID</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The ID of the agent who last generated a ticket's summary.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Summary date and time</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The time stamp of when a ticket's summary was last generated.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Summary locale</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The locale of the agent who last generated a ticket's summary.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Topic</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The topic classification of the ticket, based on what the customer is asking
about. Topic values are populated by the Zendesk machine learning model. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538#topic_l5w_fr4_pgc" target="_blank">Understanding intelligent triage fields</a> to
learn more.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Topic confidence</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The confidence level of the topic classification, either High, Medium, or
Low.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Sentiment</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The sentiment classification of the ticket, based on how the customer feels
about their request. Possible values are Very Positive, Positive, Neutral,
Negative, and Very Negative.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Sentiment confidence</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The confidence level of the sentiment classification, either High, Medium,
or Low.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Language</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The language classification of the ticket, indicating what language the
ticket is written in.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e854" style="vertical-align:top;">Language confidence</td>
<td class="entry cellrowborder" headers="d87e857" style="vertical-align:top;">The confidence level of the language classification, either High, Medium,
or Low.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ifq_4wr_xjc">
<h3 class="title topictitle3" id="ariaid-title5">Additional ticket fields for automatic setup</h3>
<div class="body">
<p class="p">If you use AI-driven automatic setup to create your Zendesk Suite trial account, you'll
have a set of custom ticket fields in your account in addition to the <a class="xref" href="#topic_drw_ft1_3nb">standard ticket fields</a>. These custom
ticket fields vary depending on the topics included on your corporate website. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9748832324634#topic_spt_rqd_xjc" target="_blank">About your automatic setup</a>.</p>
</div>
</div>
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