Ticket field configuration

Users can add information fields other than available the information fields on the system. This action is to store customer information in detail to increase the efficiency of customer service.

Image 1: Tcket field configuration

Ticket fields will be displayed inside the ticket details on the system for users to update. Besides, the ticket fields will also be displayed on the ticket statistics interface on the system.

Image 2: Ticket field in ticket details

Image 3: The ticket field is displayed in the ticket statistics

Ticket field formats

Ticket fields will include 10 different formats. To create a new ticket field, the user will choose the appropriate data type and format according to the purpose and needs.

Image 4: Ticket field formats

Text

Only characters can be entered in a single line.

Image 5: Text

Multi-line text

Can enter characters in multiple lines (can use enter button to break a line).

Image 6: Multi-line text

Drop-down

Includes multiple options and the user can choose 1 of them.

Image 7: Drop-down

Number

The user is only allowed to enter characters in the format of integers. Otherwise, the system will return an error message.

Image 8: Number

Decimal

The user is only allowed to enter characters that are formatted as decimal numbers. The system integer will return an error message.

Image 9: Decimal

Check box

For this field there is only 1 option. The user can tick that option or not.

Image 10: Check box

Regular Express

Image 11: Regular Express

Date

The user will select the date in the available calendar entry.

Image 12: Date

Multiple choices

Multiple choices can be selected in one field.

Image 13: Multiple choices

Dependent field

Will include parent directories containing subdirectories.

Image 14: Dependent field

Configure ticket field details

The ticket field details configuration usually has the following items:

Image 15: Configure ticket field details

• Display label: name of the ticket field.

• The field key: can be understood as the private symbol of the field. This key cannot be changed after the field is created.

• The required field: if enabled, the user is required to enter, select, etc. to complete the ticket update.

• Display in Livechat: when customers message the system via Livechat, they can choose according to the school's information.

Image 16: Ticket field displayed in Livechat

• Display in Button call: when the Customer calls the system via Button call, they can choose according to the information of the school.

Image 17: Ticket field displayed in Button call

• Particularly for the drop-down, multiple-choice fields, the folder: there will be more options for users to add company options.

Image 18: More options with ticket field