Configure Ticket Fields

The Configure Ticket Fields option allows you to customise the ticketing system by choosing which fields are visible, adding new fields, or modifying existing ones. This is useful for businesses that have workflow requirements, such as specific details or tracking information that is not included in the default ticket fields.

You Customise the Ticket Fields listed below:

1. Status

You can view, drag and drop and add more status fields in the different status categories.

• You can manage statuses from the + Manage Status Button.

• You can add a new status from the + Add Statuses in a particular status category.

• You can edit the statuses from the More Options.

• In default status, you can only edit the colour of the status.

• In the newly added status, you can rename the status again.

• You can change the colour of the status created.

• You can also delete the status from the More Options.

2. Issue Type

You can view the default issue types or create a new issue type by clicking on + Issue Type. The default issue types cannot be edited or deleted. The issue types created can easily be renamed or deleted from the More Options.

• Click on + Issue Type.

• Enter the title of the issue type.

3. Priority

You can set the priority of each status. It includes low, medium, and high priority.

4. Fields

You can edit the default fields listed below with different permissions.

You can edit the fields from the More Options.

1. Title

You can only edit the name of this field rest of the settings are default and non-editable.

2. Description

You can edit the name of this field. You can toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

• Visible to customer: Ensures the field is visible to customers, allowing them to view that information.

• Mandatory for customer: This field is required for customers to complete before submitting a ticket.

3. Attachments

You can edit the name of this field. You can toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

• Visible to customer: Ensures the field is visible to customers, allowing them to view that information.

• Mandatory for customer: This field is required for customers to complete before submitting a ticket.

4. Assignee

You can edit the name of this field. You can toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

5. Due Date

You can edit the name of this field. You can toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

6. Business

You can edit the name of this field. You can toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

Add New Fields

You can add the new fields in this fields section by clicking on + Add Field.

1. Enter the name of the field.

2. Select the format of the field as required.

3. Toggle the settings below for this field.

• Mandatory for teammate: This field is required for team members, ensuring they fill it out or see it when managing tickets.

• Visible to customer: Ensures the field is visible to customers, allowing them to view that information.

• Mandatory for customer: This field is required for customers to complete before submitting a ticket.

You can only drag and drop the fields created, not the default fields.

• Autofill ticket title and description on the basis of the conversation

You can toggle this option as enable or disable, if you want to automatically fill the ticket title and description on the basis of the past conversation.