About Managed Ticket FieldsUpdated 19 hours 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
| Field | Type | Description |
| Contact Reason | Dropdown | The topic of the ticket, or the reason the customer contacted you Note: Gorgias can automatically fill in this ticket field using AI. Learn more about AI-powered suggestions. |
| Resolution | Dropdown | The outcome of the ticket, or the solution that your CX Team provided |
| Product | Dropdown | The product(s) mentioned in the ticket |
Managed ticket fields for Gorgias AI
Gorgias uses managed ticket fields to improve your experience with AI Agent. Managed ticket fields help AI Agent collect and organize information about tickets, and to provide helpful reporting and analytics (see AI Agent Performance report and Optimize page).
You can find managed fields used by Gorgias’s AI when you go to Settings > Ticket Fields. These fields cannot be edited or archived.
- 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)
- AI Agent Sales Opportunity → AI Agent uses this field to categorize tickets where its Shopping Assistant skills were used to engage with shoppers
- AI Agent Sales Discount → AI Agent uses this field to categorize tickets where it used Shopping Assistant skills to share a discount code
