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.
Open the Ticket.
Click any field in the sidebar to set its value.
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 — a one-line summary of the Ticket, generated from the conversation. Updates as new messages come in.
AI CSAT — 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 — 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 — 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 → Workflows. See Workflows for full details.
Required fields and closing Tickets
If a field is marked Required in Settings → 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 — 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.
Last updated