Ticket Fields are customizable properties that allow CX teams to collect and organize information about tickets. Agents fill in ticket fields before closing a ticket, so you can continuously collect data about your conversations with customers. Ticke
You can create conditions so that certain Ticket Fields only appear when they are relevant to a ticket, under specific circumstances. Admins in Gorgias can define those circumstances by creating conditions (if-then statements or rules) that determine
You can import the dropdown options of your Ticket Fields from a CSV file by clicking the Import From CSV button when editing or creating a dropdown field. You’ll be prompted with a small dialog to drag and drop or select a CSV file to import.If you’
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 abo
If you're using Contact Reason as a managed Ticket Field, we'll pre-fill the field for you based on gathered AI learnings. Contact Reason is a custom field designed for e-commerce purposes - it allows customers to specify the reason for their contact
You can automatically set the value in your existing Ticket Field via Rules by going to Settings -> Productivity -> Rules, then clicking on Create Rule in the top right corner and Create Custom Rule in the same place. After setting the conditions, ch
