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
Go to
Settings > Ticket fields
Click on the
Add new ticket field
buttonFill 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
Go to
Settings > Ticket fields
Click on
Reorder
buttonSet the new order and
Save changes
How to make a field mandatory
Ticket fields could be made mandatory for 2 steps
-
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. -
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.