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Ticket Fields
The following table describes the fields that appear in a ticket record.
Field | Description |
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Subject | Subject of the ticket. This field is required. |
Reported By | Name 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:
|
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:
|
Description | Description of the ticket.
|
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.
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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. |
Channel | Communication channel from which the ticket was initiated (for example, email, call, SMS, or web). |
Agent | If 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 Number | Original number of the ticket. |
Original ID | Original ID of the ticket. |