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.

Ticket Fields can be mandatory, requiring an agent to populate a field before closing the ticket. They can also be conditional, only appearing when relevant.

You can analyze the data you collect from ticket fields in the Ticket Insights report. Ticket field data can be used to help you spot trends, like recurring product issues, and inform decisions that improve how you sell to and support customers. Learn more about the best ways to use ticket fields.

Requirements

You must have Admin permission to create and edit Ticket Fields

Create a new ticket field

Admins can create new ticket fields in Settings. When a new field is created, it appears on all new and historical tickets in Gorgias (unless it’s conditionally visible) where it can be filled in by agents.

You can create as many ticket fields as you like, but only 25 fields can be active at a time. Archive unused fields to create or activate new ones.

Go to Settings > Ticket Fields
Select Create Field
Enter a Name and Description
- Use your Description to explain the purpose of the field
- For example, “reasons for customers returning product”
Select a Field Visibility option
- Visibility determines when the field appears on ticket for agents to fill out (Always optional, Always required or Conditionally visible)
- Learn more about field visibility
Select a field Type (Dropdown, Number, Text, or Yes/No)
- Learn about types of ticket fields
Select Create Field to finish

he “Ticket Fields” settings page in Gorgias, displaying a list of active ticket fields such as “Contact reason,” “Product,” and “Resolution.” The “Create Field” button in the top right corner is highlighted.

Types of ticket fields

When you create a new ticket field, there are 4 types that you can choose.

Field Type	Description
Dropdown	Agents can select a single (1) option from a menu. For example, you might use a dropdown so that agents can select from a predefined list of return reasons: sizing, exchange, product issue, and so on. Each value in a dropdown menu can nest up to 5 levels deep with a max of 225 characters. Learn more about nesting. You can also import dropdown values from a CSV file.
Number	Agents can add whole or decimal numbers. You might use this field type to capture the cost of returns or refunds.
Text	Agents can enter free-form text in the ticket field. Max 2000 characters.
Yes/No	Agents can select a binary yes/no option from a menu. You might use this field to indicate whether a ticket has been escalated to a different team or manager.

When you use Dropdown as a ticket field type, you can create additional levels within the menu so that agents can click through the list to select a more specific option. This is called nesting.

As an example, let’s say you want to better understand why customers return their orders, so you create a ticket field called “Return Reason”. When an agent selects “Product Issue” as the reason for a return, you then want to understand whether the product was damaged or not working properly (quality control).

When defining your dropdown values for the ticket field, enter a double colon “::” next to “Product Issue” to indicate a new level in the menu. Then, immediately following the double colon “::” write the value you want to nest, like “Damaged”. Repeat this pattern on the next line to add another value under “Product Issue”.

Here’s an example of the how you’d write your dropdown values:

🔙 Exchange
➕ Duplicate Order
📏 Sizing
😥 Product Issue::Damaged
😥 Product Issue::Not Working (QC)

When your agents select “Product Issue” from the ticket field, they can then access the two options you created for Damaged or Not Working (QC).

The “New Field” creation page in Gorgias with “Return Reason” as the field name. The field type is set to “Dropdown,” and a list of dropdown values such as “Exchange,” “Duplicate Order,” “Sizing,” and product-related issues is displayed. The “Create Field” button is visible at the bottom.

For each dropdown value, you can use the double colon “::” to nest up to 5 levels deep with a max of 225 characters.

Ticket field visibility

You can control when a ticket field is visible to agents by changing its visibility settings. Here you can also choose to make a ticket field required.

Think about the data from tickets that you consider a must-have to collect, a nice-to-have, or only situational.

Fields that matter for every ticket should be Always required (mandatory). Others might be Conditionally visible based on the ticket type. This way you can help agents focus on gathering accurate details about tickets and hide unnecessary fields when they’re not needed.

Go to Settings > Ticket Fields
Select an existing ticket field or create a new one
Under Field visibility, select when you want the field to appear
- Always optional → field is always visible to agents on every ticket, but is not required to close the ticket
- Always required → field is always visible to agents on every ticket. It is mandatory before the ticket can be closed.
- Conditionally visible → field only appears to agents when conditions are met. Learn how to create field conditions.
Select Save Changes to finish

The “New Field” creation page in Gorgias under “Ticket Fields” settings. The field name is “Return Reason,” with a description explaining why customers return orders. The “Conditionally visible” option under “Field visibility” is selected and highlighted.

Note: when a ticket field is Always required or Always optional, any conditions that you’ve created to apply to these fields are ignored. The field must be set to Conditionally visible for active conditions to apply.

How agents update ticket fields

When your agents open a ticket, they can find and update ticket fields at the top of the ticket alongside other ticket details like the subject, tags and ticket assignee.

Go to Tickets from the main menu, then open a ticket
At the top of the ticket, select +Add to fill in a ticket field
Select Show More to expand the ticket details and see additional ticket fields

A Gorgias ticket interface showing a conversation titled “Starting a return.” The “Product” field has a “+Add” option, highlighted with an arrow. Customer details, including customer type and order information, are visible on the right panel.

Agents can also update ticket fields when they use a Macro. As one of its actions, a Macro may update a specific ticket field. Learn more about Macro actions.

As an admin, Rules that you create may also contain an action that updates a ticket field. Learn more about how to use Rules to set a ticket field.

Edit, re-order, or archive ticket fields

If you need to make changes to a ticket field, go to Settings > Ticket Fields. Here you can edit your fields, change their order, or archive fields to make space for new ones.

From the Ticket Fields page, select a field to Edit and make changes
- You can make changes to the field’s Name, Description or Dropdown values (if using a dropdown-type field)
- You can change the field’s visibility settings
- You cannot change the field Type after it has been created. Archive the field to make a new one instead.
- Select Save Changes to finish
To re-order your fields, click and drag a field using the handle (the 6 dots) next to the field’s name
- Re-ordering your ticket fields changes the order that they appear for agents on tickets
Select Archive next to a field to retire it, or to make room for new ones (you can only have a max of 25 active fields at a time)
- When you archive a field, it becomes inactive and no longer appears on new tickets
- The archived field continues to show on past tickets, in case you unarchive the field later
- On the Ticket Fields page, select the Archived tab to see your archived tickets or to re-activate them

Managed ticket fields

Gorgias automatically creates several default ticket fields that appear in your account. These are called managed ticket fields.

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

You can edit and customize these managed ticket fields, or archive them if they do not suit your needs. Ticket fields created and managed by Gorgias’s AI cannot be edited or archived.

Learn more about managed ticket fields.

Limitations

Ticket Fields are not supported on the Gorgias mobile app
- If you have any required ticket fields, you will not be able to close the ticket on the mobile app
- The required fields will need to be filled in using Gorgias on a desktop browser before the ticket can be closed

Create and edit Ticket FieldsUpdated a month ago