The following image shows the fields associated with the Ticket feature. 

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

SectionFieldDescription
Scope



SUBJECT

Subject of the ticket. This field is required.

REPORTER

Name of the person who is creating the ticket.

ACCOUNT

Account to be associated with the ticket.

CONTACT

Contact to be associated with the ticket.

DescriptionDESCRIPTION

 Description of the ticket.

GeneralLABEL

Label of the ticket. For example, the CASE portion is the label name in the ticket CASE-1234.

  • Default Label: The CASE label is available by default in the ticketing section.
  • Custom Labels: These are available only if added in the Settings tab of the Tickets Config section. For example, LVP, ACD, ATG, and so on.









COMPONENT

Components of the label. For example, Input, and Strategy components are added under the CASE label.

PRIORITY

Priority of the ticket:

  • Default Priority: The Medium priority is available by default in the ticketing section.
  • Custom Priorities: These are available only if added in the Settings tab of the Tickets Config section. For example, High, Low, and so on. 
TYPE

Type of the ticket:

  • Default type: The All Fields type is available by default in the ticketing section.
  • Custom type: These are available only if added in the Settings tab of the Tickets Config section. For example, Eng, Bug, and so on. 
STATUS

 Status of the ticket: 

  • Default status: The Open status is available by default in the ticketing section.
  • Custom status: These are available only if added in the Settings tab of the Tickets Config section. For example, InProgress, On-Hold, Closed, and so on.
CHANNEL

 Source of the communication:

  • Default channels: These are available by default in the ticketing section. They are as follows: Call, Chat, Email, Mail, SMS, and Web.
  • Custom channels: These are available only if the administrative user adds them, such as fax, WhatsApp, and so on.
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

A ticket number assigned to the ticket from the originating source, like Salesforce.

ORIGINAL ID

A unique ID that is used to refer to the ticket within a client.