Ticket fields

Ticket fields are the fields that are used to track any details for tickets. These fields will be shown on the ticket details page or in the form to create tickets.

There are 2 types of ticket fields, System field and Custom field. System fields are provided by neetoDesk and the fields that are manually created will be Custom fields.

Here's how to create ticket fields

1. Go to Settings > Ticket fields

2. Click on the Add new ticket field button

3. Fill in the form and Save changes

How to reorder ticket fields

You can have a specific order for the fields so that they will be shown in order on the ticket details or on the new tickets form.

To set a new order

1. Go to Settings > Ticket fields

2. Click on Reorder button

3. Set the new order and Save changes

How to make a field mandatory

Ticket fields could be made mandatory for 2 steps

1. Creating a ticket from the dashboard
   When a field is made mandatory for creating a ticket, the agents will need to provide the details in order to create the ticket.

   

2. Closing a ticket
   When a field is made mandatory for closing a ticket, the ticket cannot be manually closed until the value for the required field is given.