Types of Ticket FieldsUpdated 2 months ago

There are 4 types of Ticket Fields - Dropdown, Number, Text, and Yes/No.

Dropdown

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

Dropdown specificities:

• 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, but 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 them
• You should start with a few categories per field, then increase the complexity of the hierarchy as you go (tickets with replaced values will have 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 want to have a multi-select dropdown, you can create a non-mandatory duplicate field - for example: subscription, product info, rewards, and order/shipping can be combined into one Contact Reason with 4 top-level categories: subscription, product info, rewards, and order/shipping

Number

The Number field type will allow you to store numerical values: integers (-1 or 0000) as well as decimals (0.00) so you can store the cost of returns, refunds, or any other action your agents have taken.

Text

The Text field will allow you to store free-form text - the opposite of the Dropdown field.

Yes/No

The Yes/No (boolean) field type will allow you to quickly mark a ticket - for example, whether the ticket has been escalated to a different team or a manager.