Creating ticket fields
Set up the ticket fields your team needs to capture, report on, and route Tickets.
Only Owners and Admins can create or edit ticket fields.
Create a ticket field
Go to Settings → Ticket Fields.
Click Create field.
Enter a field name — what your team will see on the Ticket sidebar.
Choose a field type (see below).
Configure the field's options:
Required — agents must fill this field before they can close a Ticket.
Integrations — which channels this field applies to. Use this to keep marketplace-only fields (e.g. Shopee Order ID) off Facebook Tickets.
Click Save.
The field is immediately available on every Ticket that matches the integrations you selected.
Field types
Pick the type that matches the data you're capturing.
Text — short, free-form text. Use for Summary, customer reference numbers, or anything that doesn't fit a fixed list.
Long text — multi-line text. Use for internal notes or detailed context.
Number — numeric values. Use for quantities, refund amounts, or anything you want to sum or average in analytics.
Dropdown — single-select from a fixed list of options. Use for Priority, Resolution, Enquiry Type — anywhere you want consistency for reporting.
Multi-select — pick multiple options from a list. Use when a Ticket can have more than one tag (e.g. multiple issue types).
Date — single date. Use for follow-up dates, expected resolution dates.
Product — links to a product in your catalogue. Use for Product Enquired so analytics can break down Tickets by SKU.
Toggle — yes/no. Use for binary flags like "Escalated" or "Refund issued".
Dropdown vs. Multi-select. If you'll filter or report on this field and you want clean, single-value charts, use Dropdown. If a Ticket can genuinely be more than one thing at once, use Multi-select.
System fields and default fields
There are two types of pre-built fields:
System fields are built into Zaapi and can't be deleted. Summary is a system field — it's used in Ticket lists, search, and analytics, so every Ticket needs one.
Default fields ship with every workspace as a starting point but are fully editable. Enquiry Type, Resolution, Priority, and Product Enquired are defaults — keep them, rename them, change their options, or remove them entirely.
Conditional fields
Conditional fields only appear when another field has a specific value. Use them to keep the Ticket sidebar clean — agents only see the fields relevant to the Ticket type they're working on.
For example:
Show Order Number only when Enquiry Type = "Order issue".
Show Return reason only when Resolution = "Refunded" or "Exchanged".
To make a field conditional, edit the field and set a show when rule referencing another field's value.
Edit, disable, or delete a field
In Settings → Ticket Fields:
Toggle the status switch off to disable a field. It stays on existing Tickets but doesn't appear on new ones.
Click the ⋯ menu to edit the field's name, options, or rules, or to delete it.
Deleting a field also deletes the data captured in that field across every Ticket. To preserve historical data, disable the field instead.
Tips
Start small. Summary, Priority, and a Resolution dropdown will cover most teams. Add fields as your reporting needs grow.
Match dropdown options to how you'll report. If your analytics need "Refunded", "Exchanged", "Repaired", make those your Resolution options — not "Customer happy" or "Issue fixed".
Use integrations scoping. Keep marketplace-specific fields off messaging Tickets and vice versa. A cluttered sidebar slows agents down.
Review every quarter. Fields your team stopped filling in are signals to remove or simplify.
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