# 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.


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# Agent Instructions: Querying This Documentation

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Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
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```

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The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.