Ticket Fields

Ticket Fields in BizMagnets refer to the customizable fields that capture specific information for each support ticket.

These fields help you structure, categorize, and manage tickets effectively by collecting relevant details during ticket creation or updates

Key Features of Ticket Fields:

Default Fields:

These are the standard fields that are pre-configured in BizMagnets. They typically include:

• Subject: A brief title summarizing the ticket.

• Description: A detailed explanation of the issue.

• Type: Specifies the category or nature of the ticket (e.g., Query, Complaint, Feedback).

• Status: The current state of the ticket (e.g., Open, Pending, Closed).

• Priority: The urgency level of the ticket (e.g., Low, Medium, High, Urgent).

• Team: Identifies the team responsible for resolving the ticket (e.g., Support, Sales).

• Member: Indicates the specific team member assigned to handle the ticket.

• Number: A numeric field used for inputs such as order IDs, customer IDs, or quantity references.

Custom Fields:

BizMagnets allows you to create custom fields to suit your business requirements. These fields can capture additional information that isn't covered by default fields. For example:

• Text: A short or detailed description field to capture information like the ticket subject or issue details.

• Number: To link the ticket to a specific customer order.

Field Types:

You can customize the type of input for each field. Supported types include:

• Checkbox: For yes/no or multiple-choice inputs.

• Text: For short text entries like names or IDs.

• Paragraph: For detailed, multi-line inputs, describing complex issues or adding extensive notes.

• Date: To capture deadlines, due dates, or ticket creation dates.

• Numeric: For inputs like quantities or order totals.

• Dropdown: For predefined options like priorities or departments.

Managing Ticket Fields in BizMagnets:

1. Add New Fields: Navigate to the Ticket Fields section. Choose the field type, name it, and define the input options.

2. Edit Fields: Modify existing fields to update field names, types, or values.

3. Delete Fields: Remove unused or redundant fields to keep the ticketing system clean and organized.

4. Mapping Fields with CRM or APIs: Integrate ticket fields with other modules in BizMagnets (e.g., CRM, WhatsApp API) to streamline data flow and automate tasks.

Benefits of Ticket Fields:

1. Organized Data: By structuring tickets with relevant fields, teams can easily search, filter, and analyze tickets.

2. Customization: Tailor the ticketing system to match your workflow and ensure all critical details are captured.

3. Automation: Ticket fields enable the automation of workflows based on field values. For example:

   • Assign tickets to specific agents based on the Department field.

   • Trigger reminders based on the Due Date field.

4. Enhanced Reporting: Fields allow better segmentation of tickets in reports, such as filtering by Priority, Product, or Status.

By effectively using Ticket Fields, you can ensure a more organized, efficient, and tailored ticket management system that aligns with your business needs.