How to Create a Custom Ticket Field for Priority Escalation

Introduction / Problem statement
You need a ticket field (dropdown or checkbox) that agents can use to escalate tickets manually. A custom field can help you capture escalation status. This article walks you through creating and using custom ticket fields.

Steps / Procedure

1. Go to Admin → Objects and rules → Ticket fields

   • Click Add field

2. Choose field type and settings

   • Use Dropdown (e.g. values: Normal, Escalate, Critical)

   • Label it clearly ("Escalation Status")

   • Set whether it’s required or optional

3. Add field to ticket forms

   • Edit your ticket forms and drag the new field into relevant forms

4. Use business rules / triggers with the field

   • E.g. a Trigger: If Escalation Status is “Escalate”, then assign to escalation group

   • Add tags or notifications accordingly

Best practices / reminders

• Don’t overload tickets with too many custom fields — keep forms clean.

• Use descriptive labels and help text for clarity.

• Use this field in reporting to measure escalations over time.