Ticket Fields FAQs

Q. Explain the various Ticket Statuses in Sprinklr Advanced.

Ticket statuses are the stages a ticket goes through in its life cycle. These are the following ticket statuses in Sprinklr Advanced:

• Open - Any ticket coming directly from customers will be marked Open by default. In short, all the tickets that require assistance will be open.

• No Response Required - You can use this ticket status when you receive a ticket unrelated to your services. 

• Awaiting Response - You can mark a ticket as Awaiting Response when a customer raises a ticket and fails to respond further. Once you get a reply from the customer, the ticket status changes to Open again for you to work. This way, you can manage your total time spent on a particular ticket.

• Escalated - You can use this status when a ticket has some issue, and you fail to provide a suitable response. If you escalate a ticket, it will get unassigned from you and automatically gets assigned to your supervisor.

• Internal Hold - You can use this status when waiting for information from someone (i.e., supervisor) other than the customer. These tickets will appear as open to your customers.

Closed - You can use this status when your customer accepts your solution. Customers can complete these tickets if they are satisfied with your resolution. You can also mark close from the agent console.

Q. How can I create/edit a custom ticket status?

Follow the given steps to create/edit custom ticket status:

1. Go to the Main Menu > Settings > Workflow > Ticket Fields.

2. Click Create Ticket Field in the top right corner of the Ticket Fields window.

On the Create Ticket Fields window, add all the fields you want to use in your ticket. For more information, see Ticket Fields.

Q. Is it possible to edit the Ticket Priority field?

Yes, the Ticket Priority field can be edited using the below steps:

1. On the Sprinklr Advanced Home window, click on the Tickets icon in the left navigation pane.

2. On the Care Console window, select the tickets you want to change the priority to from the left menu.

3. Go to the Ticket Properties section and update the Priority value that you would like to change in the corresponding fields. 

For more information, see - Significance of Color-Coded Ticket Priority Icons

Q. How to add a dropdown field in the ticket form and make it available for customers to edit?

While creating Ticket Fields within Sprinklr Advanced, use Single as Field Type and add the Options you want to use in your dropdown fields. It will create a dropdown field in your ticket form.

Q. How can I make a ticket field mandatory?

Toggle on the Mark as Required option while creating a ticket field within Sprinklr Advanced to make a ticket field mandatory.