Use ticket fields to organize and track tickets

We will outline what's possible with our ticket fields feature. 

If you are looking for additional functionality, please share your ideas on our ticketing idea forum. This is the best channel for communicating your feature requests to our product team.


How do I Set Up and Manage Ticket Fields?

  • Click the Settings icon
  • Click the "General" tab
  • Click "Ticket Fields, queues, and rules" 
  • Click "Ticket Fields"
You'll see several options for existing fields...

  • Edit: This is if you want to change something on a current ticket field. Note: this will affect past tickets that have this field, and cannot be undone.
  • Disable: Turns off the field, instead of deleting it. Recommended if you want to turn off a field but may need to access the data at a later time.

What Are my Options When Creating a Ticket Field?

  • Label: This not only shows what the ticket field is about, but will also be placeholder text if the field is visible to customers.
  • Description: This is for your reference, and isn't visible to end users. 

Type:

  • Text Input: This means the user can type in their answer. So it might be something like, "What's your favorite part of our site?" or "how soon do you need a response?" 
  • Select Drop Down: This option means you create a list of predefined values for the user to choose from. When you select this option, you'll be walked through the process of creating a list of answers users can choose from.

Display Options:

  • Display Field on Contact Forms (Widgets): Choose this option if you want end users to see and fill out the ticket field. (Note: Right now it's not possible to have different ticket fields show on different Widgets. There is an idea on our Forum about adding this feature. You can add your thoughts (and votes) to the discussion here.)
  • Required Field: This means a user has to fill out the ticket field before they can submit the ticket. This feature is only available for end users submitting tickets. You can't require Admins to fill out a ticket field at this time.
  • Delete: This will not only remove the ticket field from the contact form, but also, from all past tickets. It cannot be undone. You can alternately choose to just "disable" the field.

How do I Use Ticket Fields

Okay, so now you have a couple ticket fields set up, but how can you actually use them? The obvious answer is to gather more data from your customers, but you have a lot more options than just that.

  • Gather Analytics Data: In your Support Tools Analytics Report you can view data for ticket fields. This allows you to get an overview of the type of support requests you're receiving, whether you're following priority, type or even product area. This works with ticket fields that are visible to users and fields that only Admins see.

Common Questions:


Q: How do I delete a ticket field? 
A: Click "edit" on the field. This action cannot be undone, and once it's deleted the data will be erased from the tickets. If there's a chance you may want to reference this data, use the disable option instead.

Q: Can I require agents to fill out a ticket field when answering a ticket?
A: Not at this time, but please, add your support to our idea for this.

Q: Can I set up nested ticket fields?
A: Not at this time, but please, add your support to our idea for this.

Q: What is the character limit on ticket fields?
A: 255. If want the ability to customize this option, please share your ideas on our forum.

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