Custom ticket fields

Gorgias custom fields let you send additional structured data on the ticket created by a handoff.

How custom fields work

Gorgias custom fields are identified by a numeric field ID and passed on the handoff request.

Custom fields are passed using keys named custom_field_<id>, where <id> is the Gorgias custom field ID. The Gorgias Utilities block detects any input matching that pattern and includes the value on the created ticket. To expose a custom field as a labeled input in the block, your Ada team adds a per-AI Agent configuration entry.

Find the Gorgias custom field ID

Each Gorgias custom field has a numeric ID that you need before the field can be added to the block.

To find the Gorgias custom field ID:

In Gorgias, navigate to Settings → Tickets → Custom Fields.
Click the field you want to expose.
Read the numeric ID at the end of the URL in your browser’s address bar — for example, https://<subdomain>.gorgias.com/.../custom-fields/2922 means the field ID is 2922.

The Gorgias Utilities block models every custom field as a text input. For non-text Gorgias fields (single-select, multi-select, date), pass the value as a string and Gorgias coerces it on its side. Make sure the values you send match what Gorgias expects for that field.

Add custom fields to the block

Adding a named custom field requires a configuration change deployed by your Ada team.

To add custom fields:

Contact your Ada representative and provide the following for each field you want to add:

Gorgias custom field ID — the numeric ID from the steps above (e.g. 2922).
Display name — the label that will appear on the block (e.g. Order Number).
Description — optional helper text shown under the input on the block to explain what the field is for.

Your Ada team will deploy the change. Once deployed, the new custom field inputs appear in the Gorgias Utilities block in the Ada dashboard.

Custom fields are additive — you can add more at any time by contacting your Ada representative.

Use a custom field in the handoff block

After your Ada team confirms the deployment is complete, the new field is available in the block.

To use a custom field in the handoff block:

Open the Gorgias Utilities block (action: Handoff to a human agent) in your handoff answer. The new custom field appears as an optional input, labeled with the display name your Ada team configured.
Map a value into the field — either a variable or a free-text value.
The mapped value is sent to Gorgias as the ticket’s custom field value at the moment of handoff. Verify it by opening the resulting ticket in Gorgias and checking the custom field section.