Custom Fields

Set up custom fields to add structured data to your issues, accounts, and contacts.

Custom fields store structured data on your records. They can be filled in manually, synced from your CRM, autofilled with AI, set through APIs or workflows, or filled through customer submissions. Configure them under Settings > Customers > Account data, Settings > Customers > Contact fields, or Settings > Support > Issue data.

Custom fields can be used across the product in views, analytics, triggers, macros, and more.

Overview

Field Types

Pylon supports the following custom field types:

• Text

• Number

• Decimal

• Select

• Multi-select

• Boolean

• Date

• User

• Contact

• URL

• Email

• Datetime

• Formulas

Example of a "Product Area" custom field

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Usage

Manually Fill

Custom fields can be manually filled from their individual record pages.

Issue fields: filled in via. the issue sidebar.

Account fields: filled in via. the accounts page.

Contact fields: filled in via. the contacts page.

Who can fill a field value?

For editable account and issue fields created in Pylon, an Admin with access to the field's settings can configure Who can fill the field value? in the field's Settings tab. Choose Anyone, Some members (specific users and teams), or Only me. A user must also have permission to edit the record.

This setting controls who can fill values, rather than who can see the field. It isn't available for contact fields, CRM-synced fields, formulas, rollups, or web research fields. Configure customer access separately in customer portal settings.

Select and multi-select options

Choose Custom, A to Z, or Z to A to order a select field's options. With Custom, drag options into the order you want. The same ordering choices apply to multi-select fields.

For issue fields, you can also limit which options appear based on other field values. See Field value visibility.

✨ AI Autofill

AI autofilled fields can be manually updated when your record and field permissions allow it. Once manually updated on a record, they will not be overridden by AI in the future.

Custom fields can be autofilled using AI to reduce manual work.

Fields with a ✨ by their name are fields that are fields that are being automatically filled via. AI.

For account fields specifically, learn more here AI Fields.

Sync from CRM

Account and contact custom fields can be synced directly from your CRM. Multiple times a day these values will be updated from the latest data in your CRM.

To enable this, you should connect your CRM via the Apps Directory. More details can be found in the CRM articles.

Fill via. API

Use our PATCH /issues, PATCH /contacts, and PATCH /accounts API endpoints in order to set custom field values via. API.

For issues raised from the Chat Widget, our JavaScript API can set custom field values on issue submission.

Fill via. Formulas

Use Formulas to automatically fill in field values uses calculations.

Fill via. Triggers or Macros

Use the "Set custom field value" action on a trigger or macro in order to programmatically fill a custom field value.

Fill via. End User Submission

Use Ticket Forms, collect data directly in Slack, or allow customers to set fields via. the customer portal to populate custom field values based on user input.