Ticket Fields
Create and edit Ticket Fields
Ticket Fields are customizable properties that allow CX teams to collect and organize information about tickets. Agents fill in ticket fields before closing a ticket, so you can continuously collect data about your conversations with customers. Ticke
Create and edit conditions for Ticket Fields
You can create conditions so that certain Ticket Fields only appear when they are relevant to a ticket, under specific circumstances. Admins in Gorgias can define those circumstances by creating conditions (if-then statements or rules) that determine
Import dropdown values from a CSV file
You can import the dropdown options of your Ticket Fields from a CSV file by clicking the Import From CSV button when editing or creating a dropdown field. You’ll be prompted with a small dialog to drag and drop or select a CSV file to import.If you’
About Managed Ticket Fields
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 abo
Contact Reason AI-Powered Suggestions
If you're using Contact Reason as a managed Ticket Field, we'll pre-fill the field for you based on gathered AI learnings. Contact Reason is a custom field designed for e-commerce purposes - it allows customers to specify the reason for their contact
Use Ticket Fields in Rules
You can use Ticket Fields as variables that either act as the condition that triggers a Rule, or you can automatically set Ticket Fields as the action carried out by the Rule. Only Ticket Fields created in Gorgias can be used in Rules. You can create
