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Structured Fields give workflows a shared, typed vocabulary for ticket data. Use a simple field such as a date, or organize choices into a tree.
Open Settings → Structured Fields to create your first field.

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Create a field

1

Add the field

Click New structured field, then enter its name and description.
2

Choose its type

Use Enum for authored choices. Text, Number, Boolean, and Date hold workflow values; User, Team, and Tag read their choices from your organization.
3

Check the API name

The API name is generated from the field name. It cannot change after creation because workflows use it as the field’s stable identifier.

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Build nested choices

Enum fields show an Add top-level choice button. Hover over any choice and click + to add a child below it. Each choice has a name, description, and immutable API value. Only leaf choices are workflow outputs. For example, leaves with API values refund and invoice resolve as refund||invoice; parent choices only organize the tree.

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Use fields in workflows

Reference a field with {{structuredFields.<api_name>}} or choose one of the two Structured Fields actions:

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Require fields before closing a session

Open Settings → Workspace → Closing sessions, turn on Require Structured Fields to close, and pick the fields agents must record. When an agent moves a session to a closed status from the inbox, a form asks for the selected fields first. The session stays open until every one of them is filled. Values are saved per session and pre-filled if the agent comes back later. Only human agents are affected. Sessions closed by the AI agent, by workflows, or by connected systems are not held back.

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Limits

Agentic Workflows

Build and run customer-support workflows.

AI Actions

Let agents take action in connected systems.

Action Execution

Understand how workflow actions run.

MCP Tools

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