Populating ticket fields

Ticket fields can be filled in manually by agents, automatically by AI, or set by workflows. Most teams use a mix.

Fill in fields manually

When an agent works a Ticket, fields appear in the Ticket sidebar.

  1. Open the Ticket.

  2. Click any field in the sidebar to set its value.

  3. Changes save automatically.

If a field is marked Required, the agent must fill it in before they can close the Ticket.

Auto-populated AI fields

Zaapi can populate certain fields automatically using AI, so your team doesn't have to fill them in by hand.

  • AI Summary β€” a one-line summary of the Ticket, generated from the conversation. Updates as new messages come in.

  • AI CSAT β€” the AI's read on whether the customer was satisfied at the end of the Ticket. Useful when you don't run formal post-Ticket surveys.

AI fields are read-only β€” agents can't edit them. They're available in analytics and exports like any other field.

Set fields with workflows

You can use workflows to set field values automatically based on triggers β€” for example:

  • When a Ticket comes in via Shopee, set Channel Type = "Marketplace".

  • When the Ticket message contains "refund", set Enquiry Type = "Refund request".

  • When a Ticket is reassigned to the Returns team, set Priority = "High".

To set up these rules, go to Settings β†’ Workflows. See Workflows for full details.

Required fields and closing Tickets

If a field is marked Required in Settings β†’ Ticket Fields, agents can't close a Ticket without filling it in. They'll see a prompt with the missing fields when they click Close.

Use Required sparingly β€” every required field is a small tax on your agents. The fields most worth requiring are usually Resolution and Enquiry Type, since they're the ones that drive analytics.

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