Applicable plans: Sprout Blossom Garden Estate

Apart from the usual ticket fields like the requestor’s email, ticket subject and description, you can customize the fields in your ticket form to suit your business and the support queries you handle. To create new ticket fields, drag and drop additional Field Types from the top of the Custom Ticket Form. Double click on any field to edit its properties and customize it.

Default Fields What this is and why it is important
Requestor ** Customer’s email address
Subject Ticket subject / reference helps you get quick context
Type* Helps categorize the ticket accordingly
Status* Shows the current status of the ticket
Priority Shows whether the ticket is Urgent, High, Medium or Low Priority ticket
Group Agent group that the ticket is assigned to
Agent Agent who is currently assigned and working on the ticket
Description Detailed description of the ticket

* Customizable Field
** Cannot be deleted

Custom Ticket Fields Examples of where to use
Single line text Customer name
Number Order ID, Phone number, etc.
Paragraph Text Additional description or notes
Checkbox Subscriptions purchased by customer
Drop down Country, state and product purchased
Dependent Fields* Product - Problem category - Issue