Set up Ticket FieldsUpdated 13 days ago

Are you familiar with the concept of ticket fields? If not, check this article. 

How to set up Ticket Fields

Go to Settings -> Productivity -> Ticket Fields, then click on Create Field

You can create a new ticket from Gorgias containing custom field values from the Create Ticket view directly:

Ticket Fields specifications

• An account can have a maximum of 4 active custom fields at a time
• Fields are set up for the entire account on all tickets (existing and new ones)
• Fields can be made mandatory in order to close a ticket
• Custom fields will not impact your existing tags configuration. You will be able to use custom fields instead of or in addition to tags.
• Fields can only be archived, not deleted
  • When you archive a field, tickets that already have a value associated with that field will keep them, in case you want to unarchive the field later on
• You can search for any option or category using the search option in the dropdown menu. Searching for a category will display all the options in it.
  
  

Types of fields

If you want your agents to only be able to select from a set list of values, use the dropdown, otherwise use the text field.

Multilevel Dropdown

• Hierarchy support (You can create sub-categories directly in one field)
• A maximum of 5 levels (with the following structure: top::mid::bottom)
• A maximum of 2000 values in total per field
• 255 characters in total per value (all levels included)
• If you delete a value from a drop-down in the settings, tickets that currently have this value will keep it. Agents won’t be able to select the deleted value in new tickets

Dropdown best practices

• Each level should have fewer than 15 values to make it easy for agents to find the right value
• You should start with a few categories per field, then increase the complexity of the hierarchy as you go
  • Note: Tickets with values that have been replaced will preserve the old values
• Fields should be made mandatory as soon as possible to get complete data
  • All fields should have an Other or Not Applicable value to allow agents to close the ticket if no value matches the use case
• If you wish to have multi-select dropdown, you can create a duplicate field that is not mandatory
• If you believe that you need more than 4 fields, you are probably not setting up your account properly and use each field to represent a “top level” category rather than the question.

  • ex: the 4 fields here (subscription, product info, rewards, order/shipping)

    

• should be combined into one Contact reason with 4 top-level categories: subscription, product info, rewards, order/shipping

Text

The Text field will allow you to store free-form text.

Number

The Number field type will allow you to store numerical values: integers (e.g. -1 or 5435) as well as decimals (e.g. 3.14). One use case could be to store the cost of returns, refunds, or any other action your agents have taken.

Yes/No

The Yes/No (boolean) field type will allow you to quickly mark a ticket. One use case could be to mark whether the ticket has been escalated.

How to set up your fields to generate insights efficiently

The best way to get quality data is to use the dropdown field. The field corresponds to a question you’re asking, the values are the possible answers.

Let's assume that the question you ask yourself every week is: What are the main reasons our customers contact us?

You would create a dropdown field named "Contact reason"

You then start fleshing out some categories, and decide that you want some more granular details when it comes to tickets about shipping:

Once you have agreed with your stakeholders on how the hierarchy should look, it is time to implement it in your helpdesk.

Gorgias uses :: to separate a higher level from a lower level, so this schema would be translated to:

Note how the "Required to close a ticket" option is checked, this will force your agents to fill the contact reason on each ticket.

Finally, this is what your agents will see on the ticket page:

Field examples and templates

• Contact reason: Why is your customer contacting you?
  • Contact_reason - template.csv509B
• Product: What product are they contacting us about?
• Resolution: What did your agents do to solve their issue?
  • Resolution - template.csv206B
• Sales channel
• Ticket difficulty

Limitations

• There is no “chaining” of fields. This means that if you select a value in Field1, Field2 will not show values associated with that Field1 value.

  That being said, you can still have that logic by making use of the hierarchy of 1 field. For instance, if you wanted a ticket with the following info:

  • category: issue
  • sub-category: fulfillment
  • sub-sub-category: wrong item
  • Instead of configuring 3 separate fields, you could have 1 field named Contact reason and choose the value: issue::fulfillment::wrong item.
  • Once exported as CSV, you could just split the column in Excel and do the analysis manually
    
    

• For the time being, users cannot add a ticket field value on voice tickets

• [API] Custom fields are not in the List tickets endpoint

• No support of ticket fields on the mobile app

  • If you are trying to close a ticket on the mobile app that does not have the required fields filled, you will see an error message and the ticket will not be closed

FAQ

Can I set the value of a Ticket Field automatically via rules?

Yes, you can. Use the action: Set ticket field  in any rules, and choose which value to set.

Last reviewed Tue, 21 Nov 23 by Mauricio Salinas