> ## Documentation Index
> Fetch the complete documentation index at: https://docs.risponse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket custom properties

> Add fields like urgency, product, or resolution type to every Risponse ticket, and require key details before a ticket can be closed.

Tickets track customer problems. Custom fields let you record the same useful details on every ticket, so reports stay consistent.

## How it works

Ticket fields live in sections. You might make an "Issue" section with category and urgency, and a "Resolution" section with the outcome and a refund amount.

Ticket fields are separate from chat fields. See [custom properties](https://docs.risponse.com/features/custom-properties.md) for chats. To learn about tickets themselves, see [create a ticket](https://docs.risponse.com/tickets-and-tasks/create-ticket.md).

## Set up a field

**1. Open custom properties**

Go to your settings and open Custom Properties. 

**2. Switch to tickets**

Choose the ticket tab.

**3. Create a section**

Name it for the stage or topic it covers.

**4. Add a property**

Name it, choose a type, set options, and save.

## Available types

Text, date, file upload, single select, multi select, and dependent dropdown. A dependent dropdown narrows each list based on the choice before it, for example Product, then Feature, then Problem. 

## Make a field required

You can mark a field as mandatory. Agents then cannot close a ticket until it is filled in. 

Good candidates are the reason for closing or the final outcome. Use this sparingly so agents are not slowed down.

## Use the fields

* Fill them in from inside any ticket.
* Filter your ticket list by field values, such as all tickets with high urgency.
* Reorder fields or move them between sections when your process changes.

> [!TIP]
>
> Write field names the way your team speaks. "Refund given" beats "Resolution code 2".

## Related

* [Custom properties](https://docs.risponse.com/features/custom-properties.md)
* [Create a ticket](https://docs.risponse.com/tickets-and-tasks/create-ticket.md)


## Related topics

- [Custom properties](https://docs.risponse.com/features/custom-properties.md)
- [Zoho Desk integration](https://docs.risponse.com/integrations/zoho-desk.md)
- [Create a ticket](https://docs.risponse.com/tickets-and-tasks/create-ticket.md)
- [Export and analyze your data](https://docs.risponse.com/reporting/export-and-analyze.md)
- [HubSpot integration](https://docs.risponse.com/integrations/hubspot.md)


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