Use ticket fields to organize and track tickets

Ticket fields give you a lot of options from sorting tickets, to segmenting your analytics data, to getting more information from customers. So how do you set up ticket fields, and what are some different ways to use them?

How do I Set Up and Manage Custom 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...

  • Reorder: Changes the order of the ticket fields. This will affect how they're displayed on the contact form.
  • Edit: This is if you want to change something on a current ticket field. Note: this will affect past tickets that have this field.
  • Disable: Turns off the field, instead of deleting it. Deleting a ticket field will remove it from past tickets.

You'll also see the option to "Add a new ticket field..." 

What Are my Options When Creating a Ticket Field?

What are your options with ticket fields and how do they work?

  • 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:

  • Read Only: This is if you want to pass custom data through the Widget. The customer doesn't see it. Learn more about passing custom data through the Widget.
  • 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.

  • Sort Tickets: You can search for tickets by ticket field. So for example you can create a custom field "Priority" with a value of "High." You could then search "priority":"high" to view all tickets with that label. Check out this article for more cool tips on how to search and sort tickets.
  • Apply Rules: You can also use ticket fields to apply rules to incoming tickets. This is especially helpful if you require users to choose a ticket field. So if the Country:France was chosen, you could assign the ticket or send a specific auto response. Check out this article on how to create and use rules for incoming tickets.
  • Gather Analytics Data: In your Support Tools Analytics Report you can view data for custom 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 custom fields that are visible to users and fields that only Admins see.



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