Manage Gorgias ticket fieldsUpdated 8 days ago

Ticket fields are customizable properties that allow you to collect and organize data about the tickets in your helpdesk. Agents or automations fill in a ticket’s fields before closing it, and you can review the data collected in the Ticket fields report.

Requirements

• Available on all Helpdesk plans
• Admins and the account owner can create and edit ticket fields

Available ticket fields

The fields you create should be designed to collect data as consistently as possible. There are four types of fields to choose from. Make a selection based on the data you’re hoping to collect and analyze.

Field types

Dropdown field with nested values

When using the Dropdown type, you can create nested levels within the menu so that agents can click through the list to select a more specific option. Use a double colon “::” to indicate a new level in the menu.

For example, if you have a ticket field to track return reasons, you can nest "Damaged" and "Not Working (QC)" under "Product Issue" to collect more specific details about the product issue. Here’s how you’d enter your dropdown values:

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

When agents select Product Issue, they'll then select from the two nested options. You can use multiple double colons “::” to nest up to five levels deep within a value (max 225 characters per value).

Create a ticket field

You can create as many ticket fields as you like, but only 25 fields can be active at a time. If you’ve reached the limit, archive unused fields to make room for new ones.

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

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Fields and tags, then select Ticket fields.
4. Click Create field in the top-right corner.
5. Enter a Name and a Description, if you’d like.
6. To make the field optional, select Always optional. To make it mandatory, select Always required.
7. Select the Type of field, either Dropdown, Number, Text, or Yes/No.
8. Click Create field.

When a new field is created, it appears on all new and historical tickets in Gorgias, where it can be filled by agents.

Create a conditional field

You can control when a ticket field is visible to agents by making it conditionally visible. When a field is set to conditionally visible, it will only appear on tickets that meet the conditions you require. You can create up to 70 conditions to apply to conditionally visible fields.

1. Create a ticket field by following the steps above.
2. In the menu, locate Fields and tags, then select Field conditions.
3. Click Create condition.
4. Enter a Name and a Description, if you’d like.
5. Under If the following criteria is met…, use the dropdowns to build an if statement that determines when a field appears on a ticket. You can use logical expressions like is one of, is not empty (for dropdown fields), is greater or equal to (for number fields), and is (for Yes/No fields).
6. Click Add requirements to add additional criteria.
7. Under Then display the following fields…, click Add ticket field to choose which field(s) appear when the conditions above are met. Check the Required checkbox next to the field if it should be mandatory to fill out the field before closing the ticket.
8. Toggle Enable Condition to ON to activate the condition.
9. Click Save changes.

Manage existing ticket fields and conditions

You can edit, reorder, archive or delete ticket fields and conditions at any time.

Edit and reorder ticket fields

You can edit the name, description, dropdown values, and visibility settings of existing ticket fields. It isn’t possible to change a field's type after it has been created. Instead, archive the field and create a new one.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Fields and tags, then select Ticket fields.
4. Select a field to edit it, then make your changes.
5. Click Save changes.

The order that your ticket fields are listed in your settings reflects the order they appear on tickets. Click the  six dots icon next to a field in the list and drag it to a new position to reorder it.

Archive ticket fields

If you aren’t using a ticket field, you can archive it. Archiving a ticket field will remove it from tickets and from the Ticket fields report in your Analytics. Macros and rules that reference the field will stop running. When you unarchive a ticket field, previously entered values will be restored and automations will resume.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Fields and tags, then select Ticket fields.
4. Select the field you’d like to archive.
5. Click Archive field.
6. Click Archive.

To unarchive a ticket field, click the Archived tab, select the field you’d like to restore, then click Unarchive field.

Edit, delete, and duplicate field conditions

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Fields and tags, then select Field conditions.
4. Select a condition to edit or delete it — update the name, description, or if-then statements, then click Save changes. To delete it, click Delete condition.

To duplicate a condition, click the  Duplicate icon next to the condition in the list. The duplicated condition will have "copy" in parentheses before the original name. Select the copy from the list to edit it, and set the Enable Condition toggle to ON to use it.

Limitations

Ticket fields are not supported on the Gorgias mobile app. You won’t be able to close tickets with required fields while on the mobile app — the required fields will need to be filled in from a desktop browser first.