How it works
Ticket fields live in sections. You might make an “Issue” section with category and urgency, and a “Resolution” section with the outcome and a refund amount. Ticket fields are separate from chat fields. See custom properties for chats. To learn about tickets themselves, see create a ticket.Set up a field
1
Open custom properties
Go to your settings and open Custom Properties.
2
Switch to tickets
Choose the ticket tab.
3
Create a section
Name it for the stage or topic it covers.
4
Add a property
Name it, choose a type, set options, and save.
Available types
Text, date, file upload, single select, multi select, and dependent dropdown. A dependent dropdown narrows each list based on the choice before it, for example Product, then Feature, then Problem.Make a field required
You can mark a field as mandatory. Agents then cannot close a ticket until it is filled in. Good candidates are the reason for closing or the final outcome. Use this sparingly so agents are not slowed down.Use the fields
- Fill them in from inside any ticket.
- Filter your ticket list by field values, such as all tickets with high urgency.
- Reorder fields or move them between sections when your process changes.