Custom Fields

This section will cover details of using ClearFeed Custom Fields

Custom Fields let you add properties to requests and tickets beyond the standard fields like Status, Priority, and Assignee. They help:

• Tag requests with custom values

• Build requester-facing forms for structured data capture before ticket creation

• Enable granular reporting, especially for single-select fields

Field Types

ClearFeed supports the following types of custom fields:

• Single Select

• Multi Select

• Single-Line Text

• Multi-Line Text

• Number

• Date

• User Select

Creating a New Custom Field

• Go to Forms on the ClearFeed WebApp.

• Click on Fields

• Click Create New Field

• Choose the desired Field Type

• (Optional) For Text fields, specify the Character Limit.

• (Optional) Add a Description for the field — this helps AI Agents and knowledge search better understand and use the field contextually.

• For eligible field types (Single Select, Single-Line Text, Multi-Line Text), you can enable Auto-Fill with AI

Creating Custom Fields

AI Auto-Fill

When you enable Auto-Fill with AI:

• A default prompt is automatically added—you can customize this as needed.

• Use variables like {{request.all_messages}} or {{request.title}} to reference conversation content.

• Run a sample request to preview and refine the prompt output.

Usage

Fill via Triage

Click the Edit button on any triage message in Slack to view and update the values for custom fields.

Fill via WebApp

Open a request → Scroll to Forms and Custom Fields → Enter values.

Use in Forms

Custom Fields can be added to request forms to gather structured data at the time of ticket creation. Learn how to Create Forms

✨ AI Auto-Fill

Custom Fields can be automatically filled by ClearFeed's AI using predefined prompts. This reduces manual effort and improves consistency. You define the prompt once, and it is executed every time the automation is triggered.

Note: Auto-filled values can always be reviewed and edited manually.

FAQs

1. Is there a limit on number of fields we can create? Answer: Users can create as many single-select and multi-select fields. For the text type fields, we currently support the creation of up to 50 fields. Please contact [email protected] if you want to create more than 50 text-type fields.

2. How many fields will be displayed in the triage request block? Answer: The first five configured custom fields will be shown on the triage message block. However, all the created custom fields will be visible once you click on the Edit button on Triage. All the fields will also be visible on the ClearFeed Web App.