Understand what are Ticket fields and how it helps you fetch correct customer information.
Ticket fields are a set of custom fields that help you capture the right information in a format of your choice. You can add various field types to add ticket information as and when you get them.
For example, if you need information about the device your customer is using, add a mandatory text field or a drop-down field with all the possible device names to select from.
Refer to the following video to better understand ticket fields:
You can further read the below article to see the steps of creating a ticket field:
To create Ticket Fields
On the Sprinklr Advanced window, click the Settings icon on the left-hand side. Under Workflow, click Ticket Fields.
Click Create Ticket Field in the top right corner of the Ticket Fields window.
On the Create Ticket Fields window, enter a Name and a Description for your ticket field.
Under the Fields Type section, you can select from the available field types. For more information, see Ticket Fields Type — Description.
Toggle on the Mark as Required option to make your desired field mandatory. Fields marked as required must be filled while filling out the respective forms.
Click Create in the bottom right corner once you have done it.
Ticket Fields - Descriptions
Fields
Description
First Response Breached
The First Response Breached time is automatically calculated based on the SLA rules you have defined.
Total Resolution Breached
The Total Resolution Breached time is automatically calculated based on the SLA rules you have defined.
Assignee
Add the relevant assignee name.
Sentiment
Segregate tickets based on sentiments.
Status
Update the status of the ticket such as closed, escalated, open, no response required, etc.
Priority
Provide the priority of the ticket such as high, medium, low, and urgent.
Is Sent
Update the ticket field as Yes or No.
Predicted CSAT Score
Execute desired set of actions on the tickets with various CSAT scores.
Spam
Update the ticket field as Yes or No.
Company
Update the company of the ticket.
Tags
Add the relevant tags.
Case Type
Update the Case Type such as Complaint, Feedback, and Requirement.
Case Currently With
Update the case with Agent or Bot.
Ticket Fields Type — Descriptions
Field Type
Description
Multi
This field type helps you provide multiple options for customers to pick from. For example, suppose you want to collect information related to customer interest. In that case, you can simply select Multi Picklist and provide options such as Art, Literature, Books, Science, etc. They can select more than one option.
Single
This field type helps you provide one option to pick from the multiple options. For example, if you want to collect customer gender information, you can simply select Single Picklist and provide options such as Male, Female, Don’t want to say, for customers to choose from. They can select one from the multiple.
Text
This field type helps you collect data in text format, for example, Name, Address, etc.
Date
This field type allows you to add dates in your form, for example, purchase date, complaint date, completion date, etc.
Number
This field type helps you collect information in numerical form, for example, Phone Numbers, etc.
Decimal
You can use this field type if you have to enter decimal values in your form, i.e. 1.23%, 3.12%, etc.
