Customising the ticket fields while creating a ticket
Customising the ticket fields is the process of adding or modifying an existing ticket format. To keep track of incidents or support request requests. The fields are used to collect accurate data about the kind of service being offered. Generally, to customise the fields of a ticket. You need access to the settings or configuration part of your ticketing system. And thus you can modify or add fields to the ticket form. The specific steps for customising ticket fields may vary depending on the ticketing tool system you are using.
Benefits of Custom Fields in Ticket Creation
Advantages of customising ticket fields while creating a ticket include:
- Improved Data Accuracy– Custom fields ensure that all the required informations are captured accurately. And consistently which leads to accurate data.
- Increased Productivity– Customising ticket fields make the ticket creation easy. And reduce the time and effort to gain all the required information and increase the productivity.
- Better Insights – Custom fields can used to capture the information which is relevant to the organisation. And used for reporting purpose, leading to better insights and decision making.
- Improved Customer Experience – Custom fields can be used to gather information from the users to provide more personalised support experience.
- More Collaboration– Custom fields can provide additional data to the team members. Improving collaboration and helps the members to solve the problems quickly.
- Better Ticket Tracking– By using the custom fields we can categorise and track the raised tickets. Making it easier to manage and resolve.
How we can use Custom Ticket Fields in RescueHands?
RescueHands helps you to customise the existing ticket form and allows you to add required fields into the form. We perform the operation in the GoogleSheets which is linked to the application. Any modification needed, we just need to edit in the google sheet. Save it and run the command to load the sheet, the changes will be reflecting in our application.
- While modifying, in the row ‘issue_type’ , you can add the type of issues you need to handle.
- You can add the fields you wanted for that issue in the following rows as shown in image1.
- You can also customise the type of field you needed (eg: String, Number, Files…). All these values are predefined.
- Additionally, you can add the style element as last attribute.
In conclusion, customsing the fields are an valuable addition to any ticketing tool as they provide the flexibility to fetch specific details to the users needs. By gathering these details, it enhance the efficiency and accuracy of the collected data thereby improving the overall efficiency of the ticketing system.
By allowing administrators to tailor their ticketing tool to the specific needs of their organisation, custom fields can narrow down the process of tracking and resolving cases, while also provide valuable datas that will helps to drive continuous improvement. With the ability to easily and quickly create, edit and track, ticketing tool with this custom field functionality can be a powerful approach for any organisation looking to improve their support activities.
Software engineer working as a full stack developer.