Ticket fields contain data about tickets. Support agents typically use them to gather and store additional information about specific customers and their queries. For example, when a customer reaches out about a problem with their order, you can save their order ID in a custom ticket field for future reference.
As a result of creating a custom field, each support agent will be able to view the essential information pertinent to that ticket, which can speed up follow-up responses and generally improve the quality of service.
With LiveAgent help desk software, the possibilities are endless. For example, you can create unlimited custom ticket fields with multiple data input formatting options.
Validator options can ensure that all data entered into custom ticket fields is correct.
Create unlimited custom ticket fields
Create unique ticket fields (such as order ID, or GDPR consent) to provide the best possible customer service experiences. Try it today. No credit card required.Start free 14-day trial
Don’t know what kind of ticket fields might be helpful? Check out our examples for inspiration.
Optional: Click on the description and write a description for the custom ticket field. You and your staff can find out additional details about the ticket field after reading the explanation.
You can find ticket fields in the lower right-hand corner of your screen as you work on a ticket. The Fields icon will help you find them.
To delete a custom ticket field from a ticket, click on the trash icon next to it. Alternatively, if you want to delete a custom ticket field completely (and remove it from all tickets):
Custom ticket fields can help you provide better service. By having all the essential ticket information at hand, you’ll be able to provide quick, knowledgeable, and personalized customer support. Moreover, the custom information will be available to all support agents, making it easier to hand off tickets seamlessly.
For example, suppose an agent is assigned an open ticket that contains a long communication thread. With custom ticket fields in place, they can easily spot the essential information instead of scrolling through the entire ticket thread to find it.
Let’s say that the customer wants to be updated about the progress of their refund. As opposed to having to scroll through previous messages to find their order ID, or worse — having to ask the customer for it again, agents can have the information easily accessible with custom ticket fields.
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