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The following table describes the fields that appear in a ticket record.

FieldDescription
Subject

Subject of the ticket. This field is required.

Reported ByName of the person who reported the issue or task pertaining to the ticket.
Account

Account number associated with the ticket.

If the existing accounts are not linked to the ticket, you can create an account. To do so:

  1. On the New menu, click Account.
    The New Account window appears.
  2. Specify values in the fields, and then click Save.


Contact

Name of the contact associated with the ticket.

If the existing contacts are not linked to the ticket, you can create a contact. To do so:

  1. On the New menu, click Contact.
    The New Contact window appears.
  2. Specify values in the fields, and then click Save.


Description

Description of the ticket.

  • To modify the appearance of the description, use the formatting options.
  • To add a web address in the description, click the link icon, and then enter the address.
  • To tag an agent or a supervisor in the description, click the Mention icon, and then select the required user or enter the user's first or last name. Tagged users are notified of the description by email. In addition, depending on the ticket configuration, tagged users are added as followers of the ticket and are notified of any further changes to the ticket by email.


Label

Tag for the ticket. By default, the label that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the label.

You can define the labels for a ticket through the Settings tab of the Ticketing Config window.

Components

Component of the ticket.

You can define the components for a ticket through the Settings tab of the Ticketing Config window.

Priority

Priority of the ticket. By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority.

You can define the priorities for a ticket through the Settings tab of the Ticketing Config window.

Ticket Type

Type of the ticket.

  • The fields that appear on the ticket after it is saved depend on the value in the Ticket Type field, based on the configuration set on the Screen tab of the Ticketing Config window.
  • You can define the types for a ticket through the Settings tab of the Ticketing Config window.
Status

Status of the ticket. By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status.

You can define the statuses for a ticket through the Settings tab of the Ticketing Config window. 

ChannelCommunication channel from which the ticket was initiated (for example, email, call, SMS, or web).
AgentIf an agent creates a ticket, their name appears in this field.
Agent Team

If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field.

Original Ticket NumberOriginal number of the ticket.
Original IDOriginal ID of the ticket.