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Title and description live on every ticket. Everything else on the form is an attribute you add to the type. Open a type at Settings → Contact Center → Tickets → Ticket Types, then add fields in the attributes section.

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Formats

Pick a format when you create the field. Format cannot change later. Archive the field and create a new one if you chose the wrong format.

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Visibility and required flags

Each attribute has switches that control who sees it and when it must be filled.
Keep customer-visible fields short and stable. Internal investigation notes belong on teammate-only fields or in internal notes.

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List options

List attributes need options. Each option has:
  • Label — what people see in the picker
  • Slug — stable key
  • Sort order — dropdown order
  • Archived — hide from new forms without breaking tickets that already stored that option
Add options on the attribute. Prefer archive over delete so historical values still point at a real option.

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Create an attribute

1

Open the type

Go to Ticket Types, open the type, and click to add an attribute.
2

Name it and pick a format

Use a teammate-friendly name (Order ID, not ord_id). Choose the format you will still want a year from now.
3

Set visibility

Turn on customer visibility only for fields the customer should fill or read. Tracker types cannot show fields to customers.
4

Mark required carefully

Required for teammate slows create if you overuse it. Required to close is better for data you only need at resolve time.
5

Add list options

If the format is list, add every choice the process allows. You can archive later; you cannot change the format.

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Archive an attribute

Archiving hides the field from new forms. Existing tickets keep the stored value, and history still shows it. Use archive when a field is retired. Do not delete historical list options that tickets already used.

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How attributes appear on a ticket

When you create or open a ticket:
  1. Oration loads attributes for the type.
  2. Conditional rules hide fields until their controlling list value matches.
  3. Teammates see teammate-visible fields; customer-visible fields follow sharing rules.
  4. Saving writes values onto the ticket. Changing a controlling list value clears hidden dependents so stale answers do not linger.
See Fill ticket attributes for the inbox side of this.