> For the complete documentation index, see [llms.txt](https://help.zaapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.zaapi.com/analytics/ticket-fields.md). # Ticket fields Analyze how your **ticket fields** are filled in — the distribution of values across resolved tickets, and how each value trends day to day. Pick a field (a category, a product segment, a reason code, anything you track on tickets) and the page shows you what customers' tickets were actually about. It's period-based and follows the shared rules in How we calculate analytics. *** ### The key rule: values are snapshotted at closure **A ticket field's value is captured at the moment the ticket closes** — that's the value this page counts. Whatever the field held earlier in the ticket's life is ignored; only its value at resolution matters. Why it works this way: a field like *Reason* or *Product Segment* often gets set, corrected, and refined while a ticket is being worked. Snapshotting at closure gives each ticket a single, settled answer, so the numbers are stable and a ticket is never counted twice or under a value it briefly carried mid-conversation. Two consequences worth knowing: * **Only closed tickets appear here.** An open ticket hasn't been snapshotted yet, so it isn't counted. Like Closed Tickets and Resolution Time, this page is anchored to **closure** — a ticket lands in the period on the day it closed. * **A ticket counts once**, under the value it held at closure, on its closure date. **Example.** An agent opens a ticket, sets *Enquiry Type* to `Product`, later refines it to `Refund`, then closes the ticket on Jun 3. It's counted once — under `Refund`, on Jun 3. The earlier `Product` value isn't counted. *** ### How to use the page 1. **Pick a field** from the *Field* selector at the top (e.g. `Enquiry Reason`). 2. The **All values** panel lists every value that field held at closure, with a total count. 3. **Tick up to 10 values** to plot them on the **Trend** chart and compare them over time. *** ### All values A table of every distinct value the selected field had at closure during the period, with a **Total** — the number of tickets that closed with that value. Values can be **hierarchical** (e.g. `Product > LG > Phone`), and each distinct value is counted exactly as it was stored. A ticket closed with the field set to just `Product` is a *different* value from one set to `Product > LG` — they're listed and counted separately, with no roll-up of children into their parent. *** ### Trend A line chart showing the **daily count of each selected value at the moment of closure**, across the selected period. Tick values in the All values panel to add them (up to 10); each appears as a line with a colour in the legend, and you can remove a line from the legend's ✕. Because it's plotted by closure date, the Trend chart answers "how many tickets closed with this value each day?" — useful for spotting a spike in a particular product, reason, or segment over the week. *** ### Filters and controls * **Date period** — the window the page is calculated for (shown as both the preset, e.g. *Last 7 days*, and the resolved range). * **Field** — which ticket field you're analyzing. Clearing it returns the page to the empty "Select a field" state. *** ### What happens if a ticket field is changed after closure? If a ticket field is updated after closure, it will be updated and backfilled in the analytics, replacing the ticket field that was updated. *** ### What happens if a ticket is re-opened and then ticket fields are changed? If a ticket is re-opened and is in the open state during the selected time period, it will not show in the ticket fields dashboard until it is closed again. *** ### Good to know * **Only resolved tickets are here** — values are captured at closure, so open tickets don't appear. * **Counted once, at closure** — see the rule above.