About Managed Ticket FieldsUpdated 2 months ago

Gorgias automatically creates several default ticket fields when you first set up your account. These are called managed ticket fields.

Some managed ticket fields are suggested fields that we’ve created to help you start gathering actionable data about tickets faster. Think of these as common “starter fields” for any ecommerce brand.

There are also managed ticket fields used by Gorgias’s AI. These are required for AI Agent to work properly. They cannot be edited or archived.

Requirements

• You must have Admin permissions to manage ticket fields

Suggested ticket fields for ecommerce brands

When you go to Settings > Ticket Fields, you can find 3 ecommerce-specific managed fields to help you start gathering actionable data about your tickets: Contact Reason, Resolution and Product.

You can edit and customize these managed ticket fields, or archive them if you decide you don’t need them.

• The Contact Reason and Resolution fields come pre-filled with suggested dropdown values. You can edit these to suit your brand
• The Product field requires you to add your own list of products as dropdown values

Managed fields for Gorgias AI

When you go to Settings > Ticket Fields, there are two managed ticket fields used by Gorgias’s AI: AI Intent and AI Agent Outcome.

AI Agent uses these ticket fields to collect and categorize information about tickets. You cannot edit or archive these fields.

• AI Intent → when AI Agent detects the topic or contact reason of a ticket, it fills in this field (for example, returns, order tracking, product question)
• AI Agent Outcome → AI Agent uses this field to indicate the outcome of tickets that it handles (for example, handover, closed or snoozed)

You can use data from these ticket fields to understand the types of tickets AI Agent is handling. Learn more about the AI Agent Performance report.