Creating Custom Fields

To create a new custom field or edit an existing one:

1. Navigate to Tools > Custom Fields from the left sidebar

2. Click New custom field to create one, or click the •• menu next to an existing field and select Edit

Custom field details

Name* (required)

• Enter a clear, descriptive name for this custom field

• Example: "Bugs," "Product Area," "Customer Segment," "City"

• This name will appear in scorecards and reports

Instructions

• Provide instructions to help evaluators select the correct value when evaluating a ticket

• Use the rich text editor to format your instructions

• Best practice: Include examples of when to use each value

• Example: "Select the primary product area discussed in this ticket. If multiple products are mentioned, choose the one the customer spent the most time discussing."

Values

• Define the available options for this custom field

• Click Add value to create each option

• Each value should represent a distinct category or tag

• Examples:

  • For "Bugs" field: "Navigation," "Task," "Log-in," "Payment"

  • For "City" field: "New York," "Los Angeles," "Chicago," "Houston"

  • For "Product Area" field: "Billing," "Technical Support," "Account Management"

To add a value:

1. Click in the "Enter value" field

2. Type the value name

3. Click Add value or press Enter

4. Repeat for all possible values

To remove a value:

• Click the trash icon (🗑️) next to the value you want to delete

AutoQA

Custom fields can be automatically populated by AI when included in a scorecard.

Enable AutoQA ✨

• Toggle this on to allow AI to automatically detect and populate this custom field value based on ticket content

• When enabled and the custom field is part of a scorecard, AI will analyze the ticket and select the most appropriate value

Context

• Provide context to improve AutoQA's evaluation performance

• This text helps the AI understand when and how to apply each value

• Best practice: Include:

  • Clear definitions of each value

  • Keywords or phrases associated with each value

  • Examples of tickets that would match each value

  • Edge cases or special rules

• Example for a "City" field: "Select relevant tags including the values entered above. If the customer mentions they are located in New York, tag as 'New York.' If they mention visiting or shipping to a city, tag that city."

AutoQA tip: The more specific your context, the more accurate AutoQA's tagging will be. Reference the value names you created above in your context instructions.

Click Update to save your custom field configuration.