Ticket Fields

Q: What are Ticket Fields? 

A: Ticket fields are used to collect and organise essential information about a support request. 

Q: Why are Ticket Fields important? 

A: Ticket fields help agents understand the context of a ticket, ensure it’s routed correctly, and support accurate reporting and analysis.

List of key Ticket Fields and why they are important 

1. Subject: A summary of the issue.
   Why it's important: Helps agents quickly understand the nature of the ticket at a glance.
    
2. Description: The main body or message of the ticket.
   Why it's important: Provides detailed context to understand the user’s problem.
    
3. Requester: The person who submitted the ticket.
   Why it's important: Essential for communication and follow-up; ties the issue to a specific user profile.
    
4. Assignee: The agent or group responsible for the ticket.
   Why it's important: Ensures accountability and helps manage workload; only the assignee receives direct ticket updates and notifications.
    
5. Followers: Additional agents subscribed to the ticket.
   Why it's important: Allows team members to stay informed on updates without being the primary assignee.
    
6. Status: The current state of the ticket (e.g. New, Open, Pending, On-hold, Solved, Closed).
   Why it's important: Tracks progress and helps prioritise workload.
    
7. Priority: The urgency of the request (Low, Normal, High, Urgent).
   Why it's important: Assists in prioritising response and resolution times based on business impact.
    
8. Type: Categorises the nature of the request (e.g. Question, Incident, Problem, Task).
   Why it's important: Helps with ticket classification and reporting; especially useful for automation and SLAs.
    
9. Tags: Keywords added to a ticket.
   Why it's important: Useful for search, reporting, automation, and trend analysis.
    
10. Territory: Custom field indicating the region or team ownership.
    Why it's important: Ensures correct routing and reporting by region or business unit.
     
11. Enquiry Type: Custom dropdown to categorise the reason for the inquiry.
    Why it's important: Crucial for accurate reporting and identifying trends; helps improve self-service content and workflows.
     
12. Created/Updated Dates: System fields tracking when the ticket was created and last updated.
    Why it's important: Important for time tracking, SLAs, and performance metrics.
     
13. Group: The team or department responsible for the ticket.
    Why it's important: Allows for scalable team management and escalations across departments.

For additional information and a full list of ticket fields, please review the following Zendesk Help support article: About ticket fields.