Create and edit conditions for Ticket FieldsUpdated a month ago

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 when a field should be shown to agents.

For example, you might use a condition to show the field “Issue Type”, and require that it be filled in, only when the shopper’s contact reason is “Product Issue”.

By creating conditions, you can help agents focus on gathering the right details about a ticket without unnecessary extra steps. Conditions make it easier to collect accurate data, so you can report on ticket trends and make data-driven decisions to improve how you sell to and support customers.

Requirements

• You must have Admin permission to use Field Conditions

Creating conditions for a ticket field

Conditions determine when a certain field(s) appear on a ticket for agents to fill out. You can create up to 70 conditions.

You must have already created a ticket field to include it in a condition. The field’s visibility settings must be set to Conditionally visible to appear based on your conditions.

1. Go to Settings > Field Conditions
2. Select Create Condition
3. Give your condition a Name and Description
   
   
   • Use your Description to explain how the condition works.
   • For example, “display when Contact Reason includes quality or shipping"
4. Under Condition Requirements, use the dropdown menus to create a conditional if-then statement
   
   
   • Conditions use logic-based expressions like is one of or is not empty (for dropdown-type fields), is greater or equal to (for numbers), and is (for Yes/No fields).
   • Select + Add Requirements to add more conditional statements
5. Select Add Ticket Field to choose the ticket field(s) that appear on tickets when your if-then conditions are met
6. Use the Enable Condition toggle to enable or disable the condition
7. Select Save Change to finish

Making if-then conditional statements

A conditional ticket field is based on one or more if-then statements, a rule that determines when a field is shown to agents on a ticket.

When you create a new condition, you will follow the pattern of: if the following criteria is met…, then display the following fields.

Based on the values that you use to create a condition, you can use different logical expressions — for example, is one of OR is not empty (for dropdown-type fields), is greater or equal to (for numbers), and is (for Yes/No fields).

The following table explains the parts of a conditional statement in more detail.

Make conditional fields required

You can choose to make conditional ticket fields required. When a conditional field is required, agents must enter or select a value for the field before the ticket can be closed.

Keep in mind — when a conditional field is required, it is only mandatory when the conditions for the field to display are met.

1. Go to Settings > Field Conditions to create or edit a condition
2. Select Add Ticket Field
3. From the dropdown menu, choose a Ticket Field that you want to show based on your conditions
4. Select the Required checkbox to make the conditional field mandatory

Example of using conditional fields

Let’s say you have a ticket field called Product Issue to identify tickets from customers who report a problem with your product. Within the last month, you notice a growing number of conversations asking for refunds or reshipments due to a product issue — and you want to learn more.

To properly track and report on these types of tickets, you need to collect more information about the types of product issues your customers are experiencing. So you create a condition to show and require agents to input more details about the Issue Type.

You can then use Ticket Fields report to monitor the frequency of different product issues and dive into groups of tickets to investigate.

Here’s what your field condition might look like:

• If the following criteria is met…
  
  
  • Contact Reason field is Product Issue,
• Then display the following fields…
  
  
  • Issue Type (Dropdown)
  • Did We Refund (Yes/No)
  • Order Number (Text)

Edit, duplicate or delete a condition

If you need to make changes to a condition, go to Settings > Field Conditions. Here you can edit a condition, use duplicate to create a copy of an existing condition, or delete conditions that you no longer need.

• From the Field Conditions page, select any condition to Edit and make changes
  
  
  • Make changes to the condition’s name and description
  • Update conditional if-then statements
  • Select Save Changes to finish
• Select Duplicate (the copy symbol) to duplicate an existing condition
  
  
  • You can then edit, save and enable the duplicate as a new condition
  • To identify duplicate conditions, the word “copy” is added (in brackets) before the original condition name
• Select Delete (the trash can symbol) to permanently get rid of a condition. This action cannot be undone.
  
  
  • Select Confirm to finalize your choice to delete the condition
  • Any ticket fields that were visible based on the condition will no longer appear on tickets. Create a new condition to show conditional fields to agents or change visibility settings.

FAQ

Can I show conditional fields based on the ticket channel (Email, Chat, Phone, etc)?

At the moment, you can only create a condition that shows a ticket field based on another ticket field. However, you can combine field conditions with a Rule to achieve a similar outcome.

• Create a dropdown ticket field called “Channel” with values for Email, Chat, Phone, and so on
• Then, create a Rule that says:
  • When Ticket Created
  • If Ticket Channel is Phone (for example)
  • Then set ticket field “Channel” to Phone
• You can then create a condition that shows other ticket fields based on the “Channel” ticket field being set by your Rule