> 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/ticket-fields/populating-ticket-fields.md).

# 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** — 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.