What are ticket Forms and Fields

How Ticket Forms and Fields are used within Suptask

Written by Sara

Updated 2 months ago

You can manage your Ticket Forms from Suptask Web admin.

Ticket Forms and Fields will help you to define what information and data that you and your team of Agents need from the users who submits tickets, in order to remediate and provide a solution for the tickets.

Ticket Forms

Ticket Forms will help you categorize the incoming requests when your users create tickets inside of Slack. You can set up multiple Forms for each of your Inboxes.

There are several types of forms, to allow you to submit and manage tickets according to your needs.

Ticket Fields

A Ticket Form consists of several Ticket Fields. Each field defines what kind of data it should accept from the user. This enables you to have your users enter certain information in specific fields.

The default Ticket Fields are always present for an Agent while just a set of them are visible for the user who submitted the ticket or have access to the submitted ticket in a Collaboration channel. Default fields can not be deleted.

Default fields:

Assignee - Who is assigned and responsible for the ticket
Status - Status of the ticket
Priority - Internal priority for the ticket
Description - Contains the main description of the ticket
Organization - This is a multi-purpose field which is also available in ticket overviews and statistics, such as the Dashboard. For example, you can track department or end-customer organization.

Example of custom fields that you can create:

Single-line text - User can write any kind of information such as a customer name or a date
Multi-line text - User can write a lot of information on multiple lines such as a longer message or log data
Single-selection list - User can select a single option from a list. You define what options a user can pick from.
Multi-selection list - User can select multiple options from a list. You define what options a user can pick from.
Single Slack user - Select a single user from your Slack workspace
Multi Slack user - Select a multiple users from your Slack workspace
Date - Select a date
Time - Select a time
Date & Time - Select a date and time
Static text - Add text in markup formatting that can be used as informational text on your form
File attachment(s) - Attach files within your form

Learn more about custom fields

Field names

The name you give the Ticket Field will be displayed to users when they see the field inside of a form.

Customizations

All fields properties and the visibility of fields can be customized. Contact Support to get help with this.

Did this answer your question?