Gorgias logo
Gorgias logo

All articles

Managed Ticket FieldsUpdated 2 months ago

To help you structure your data to gather actionable insights about your customer experience (with help from AI, when possible), we have 3 e-commerce-specific Ticket Fields:

  • Contact reason - the issue customers contacted you about
  • Product - the product(s) mentioned in a ticket
  • Resolution - the solution the team provided

You can customize these managed fields by changing their description and values, but not the name or type and, if you decide you don't need them for the time being, you can archive them by clicking Archive Field in the lower right.

The setup for managed fields will slightly differ in their settings, in comparison to manually created ones:

The Contact Reason and Resolution will have pre-filled drop-down values:

The Product field will require you to add your list of products in the dropdown:

Was this article helpful?