Custom Fields
Last updated: August 29, 2026
Setup & Configuration
Issue Fields vs. Account Fields
Pylon has two categories of custom fields, managed on different settings pages:
Issue custom fields (Settings > Issue fields): attached to individual issues. Used for categorization, AI classification, required-to-close workflows, and ticket forms.
Account custom fields (Settings > Account fields): attached to customer accounts. Used for CRM-synced data, account health, and tier-based routing.
Both share the same field types and support AI, formulas, and triggers. The rest of this article covers configuration that applies to both unless noted otherwise. For guidance on when to use tags instead of custom fields, see the Tags vs Custom Fields article in this collection.
Creating Custom Fields
For issue fields, go to Settings > Issue fields. For account fields, go to Settings > Account fields under the Customers section. Each field has a label, slug, and type:
Label: The display name shown to users.
Slug: The identifier used in APIs, triggers, integrations, and filters.
Type: The kind of value the field stores.
A field's type cannot be changed after creation. If you need a different type, create a new field. Deleting a field requires removing all references to it first, including ticket form settings, triggers, views, and any filters that use it.
Field Types
Type | Description | Example Use |
|---|---|---|
Text | Free-form text input | Customer request summary, external ticket ID |
Number | Integer with optional formatting | Seat count, severity score |
Decimal | Numeric values with decimal precision | ARR, deal size, usage percentage |
Select | Single selection from predefined options | Priority, category, support tier |
Multi-Select | Multiple selections from predefined options | Product areas, feature tags, affected components |
Boolean | True/false checkbox | Is escalated, requires follow-up, AI agent enabled |
Date | Calendar date | Due date, contract start, renewal date |
Datetime | Full timestamp with date and time | SLA deadline, scheduled callback |
URL | Hyperlink | Related documentation link, external ticket URL |
User | Reference to a Pylon user | Secondary assignee, technical lead |
AI Autofill
For issue fields, AI Autofill is available on Text, Select, and Multi-Select fields. There are two modes:
Autofill: AI fills the field without confirmation. Best for high-confidence categorization like question type or product area. Fields filled by AI show a sparkles icon. Once manually updated, AI will not override the value.
Suggestion: AI proposes a value that agents accept or reject in the sidebar. Better for fields where human review adds value, like priority or sentiment.
How you configure AI depends on the field type. Text issue fields use the field description and AI instructions. Select and Multi-Select issue fields use their configured options and each option's AI description to guide classification.
Note: Conditional visibility and required-field rules only affect the UI. They do not prevent AI Autofill from evaluating or setting a field. To conditionally classify values with AI, use clear option descriptions, or use a background agent or automation when you need deterministic gating.
Issue AI fields evaluate from the issue subject, conversation text, and any attached call transcripts. They do not analyze images or file attachments for classification.
Issue AI fields evaluate when an issue is created. They can re-evaluate on later public updates such as new public messages, issue close, or a call recording being attached. There is no setting to delay evaluation until another field is populated, and one issue AI field cannot use another issue field's value as input. If you need follow-on automation after an AI field is set, use a trigger based on field change.
Pylon AI does not "relearn" in real time from each individual correction you make. Instead, accuracy improves through clear field instructions, option descriptions, and a sufficient volume of correctly categorized issues rather than automatic learning from each individual correction.
Formula Fields
Formula fields calculate values automatically and can adopt any data type. They work anywhere custom fields do: views, triggers, APIs. Some examples include count of meetings with a customer in the last 90 days, seat utilization percentage from CRM fields, health score weighted across multiple components, or lifecycle stage based on contract progress.
Formula fields are not currently supported on the Issue or Contact level.