Ticket Categories & Custom Fields

In Socialone, you can organize tickets more efficiently by creating ticket categories and custom fields. Both features are available under Settings in your dashboard.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Settings → Ticket Categories and Settings → Custom Fields.

Settings Quick Map

• Settings → Ticket Categories: structure your ticket types.
• Settings → Custom Fields: define extra ticket fields.
• Settings Overview

Ticket Categories

Ticket categories help you classify tickets by type, set default priority, SLA targets, and keep your support system organized.

How to Create a Ticket Category

1. Go to Settings → Ticket Categories.
2. Click + Add Category at the top right.
3. In the Category Name field, enter a clear name like Support, Bug Report, or Feedback.
4. Pick a Color to visually differentiate this category in your ticket list.
5. Optionally add a Description to clarify when to use this category.
6. Set the Default Priority (Low, Medium, High, Urgent).
7. Enter Default SLA Hours (e.g., 24h) for resolution targets.
8. (Optional) Add an Icon (Emoji) for quick identification.
9. Use the Active Category toggle. If turned on, this category is available for new tickets.
10. Click Create to save the new category.

How to Edit or Delete a Category

• Use the pencil icon in the Actions column to edit a category.
• Update any details — name, color, priority, SLA hours, icon, or status.
• Click Update to save changes.
• To delete a category, click the red trash icon. Confirm the deletion if prompted.

How Categories Work

Once created, ticket categories appear when you or your agents create or edit tickets. They help filter and track tickets by type and priority. SLA hours can be used to monitor performance against resolution targets.

Custom Fields

Custom fields capture extra details on tickets (order IDs, product type, preferred contact method). You can control field type, required status, and who can view/edit it.

How to Create a Custom Field

1. Go to Settings → Custom Fields.
2. Click + Add Field.
3. Enter the Field Name. This will be the label shown on the ticket form (e.g., Industry).
4. Choose the Field Type: Text, Text Area, Number, Date, Date Time, Yes/No, Dropdown, Multi‑select, Email, or URL.
5. (Optional) Add Help Text to guide users on how to fill in the field.
6. (Optional) Set a Default Value for pre‑fill.
7. Under Field Properties, toggle Required.
8. Make sure the Active toggle is enabled to use this field.
9. For Dropdown/Multi‑select, add Options.
10. Under Visibility & Permissions, control:
    • Visible to Customers / Agents
    • Editable by Customers / Agents
11. Click Create to add the new custom field.

How to Edit or Delete a Custom Field

• Use the pencil icon to update any field details.
• Click Update to save changes.
• Use the red trash icon to delete a field permanently.

How Custom Fields Work

Custom fields appear on the ticket form based on your visibility settings. You can use them to capture and display additional details that help agents resolve tickets faster and more accurately.

Common Blockers & Fixes

• Field not visible: confirm visibility settings for customers/agents.
• Required field blocking saves: set a default value or mark it optional.
• Dropdown missing options: add options before activating the field.

Next Steps

• Assigning & Resolving Tickets
• SLA Policies
• Assignment Rules

Need Help?

For help setting up categories or custom fields, reach out to our Support Team anytime.