Ticket Field best practicesUpdated 2 months ago

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

For example, if you want to reply to the question "What are the main reasons our customers contact us?", you'd 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've settled on a hierarchy, you can implement it in your helpdesk.

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

When the Required to close ticket option is checked, it'll force your agents to fill in the Contact Reason Ticket Form on each ticket before they can close it.