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Open text fields as ticket fields/categories
Answered
Posted Jun 28, 2021
Hey guys
So I want to solve the following issue:
Our agents categorize all tickets. For some tickets we would need further insights which is why we add text fields, after the agent has selected a certain category, where the agents then can insert information.
But there is no introduction or explanation of what the agents are supposed to type in. I want to change that, e.g. "why does the customer want a refund"
We have several of those text fields for certain main ticket categories.
My questions are:
1. How do I insert the explanations?
2. How can I change the explanation depending on the main category the agent selects previously? Do I have to add all the text fields and adapt them individually?
Thanks in advance,
Julia
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1 comment
Viktor Osetrov
Hi Julia,
Thank you for contacting us.
1) From my understanding, you would like to have a pre-populated text field with an explanation or pop-up boxes with extra text for some insides.
This idea sounds great. Unfortunately, at this moment, you couldn't modify text fields using these ways. By writing clearly and concisely, you will get straight to your point in a way your agents can easily comprehend. Please notice: the subject field can be up to 150 characters:
About ticket fields
2) As a recommendation. Instead of using plain text fields, you can also use nested ticket field values within drop-down ticket fields.
Here's a document that will walk you through how to set this up in your account:
Organizing drop-down list options
This method should help create a custom decision tree (with multiple categories and sub-categories) to help your agents determine which property is best for them. it's fairly easy - just add double colons between each "level". For example:
Refund::Why does the customer want a refund?::Slow deliveryRefund::Why does the customer want a refund?::Accidental purchaseRefund::Why does the customer want a refund?::QualityRefund::Why does the customer want a refund?::Priceetc.
That's it. Hope that helps!
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