We are excited to announce that Ticket Fields, a powerful feature that allows you to customize and enrich your ticketing system, is now available to everyone! By leveraging Ticket fields, you can gather structured data and address customer experience (CX) issues at their core.

Introducing 3 Ecommerce specific fields

As part of this milestone and to help you get started, we have added three pre-built Ticket fields to your account:

• Contact reason: The specific issue customers contacted you about (e.g., order inquiry or refund request)

• Product: The product(s) mentioned in the ticket

• Resolution: The solution provided by your team

During the beta testing phase, over 75% of testers utilized some variation of these fields, leading us to standardize them. If you have never used ticket fields, they will be activated by default, otherwise they will be added as archived.

To learn more, you can check our documentation!

Coming next

These standardized fields not only benefit your data but also contribute to training our AI models. We are currently building a model that will pre-fill the Contact reason when the first message of a ticket comes in.

We are also working on a dedicated report for ticket fields in the stats section as well as integrating the ticket fields in rules and macros.