Understanding ticket fields

Ticket fields are the structured data captured on every Ticket. They turn unstructured customer conversations into reportable data — so you can answer questions like "how many refund Tickets did we get this month?" or "what's our average resolution time for shipping issues?".

Where ticket fields fit

Zaapi's data model has three levels:

• Contact — the customer

• Conversation — the message thread on a single channel

• Ticket — the unit of work, with its own ID, owner, status, and resolution

Ticket fields live on the Ticket. They describe what this specific issue is about and how it was resolved — not who the customer is (that's the Contact), or which channel it came in on (that's the Conversation).

Why ticket fields matter

Without ticket fields, every customer issue is just a thread of messages. You can read them, but you can't measure them.

With ticket fields, you can:

• Report on volume by category — how many Tickets were about shipping vs. returns vs. product questions.

• Track resolution outcomes — what percentage of refund Tickets ended in a refund vs. an exchange vs. no action.

• Route Tickets automatically — send Priority = High Tickets to your senior team.

• Spot trends early — a spike in "defective product" Tickets for a single SKU surfaces in analytics before it shows up in returns.

• Export structured data — pull Tickets into BI tools or warehouse with clean columns instead of raw text.

Default fields in every workspace

Every Zaapi workspace comes with a set of ticket fields ready to go:

• Summary — a short description of the issue. Used in Ticket lists, search, and analytics.

• Enquiry Type — what the customer is contacting you about (e.g. shipping, returns, product question).

• Resolution — how the Ticket was resolved (e.g. refunded, exchanged, answered, no action).

• Priority — how urgent the Ticket is.

• Product Enquired — the product the Ticket is about, linked to your product catalogue.

You can edit, disable, or remove any of these, and add as many custom fields as you need.

Next

• Creating ticket fields — set up the fields your team will use.

• Populating ticket fields — how fields get filled in, manually and automatically.