In Ticketing & Messaging, fields are used to capture and save information related to a ticket. Comm100 Ticketing & Messaging system defines some default fields, and also allows you to create custom fields based on your own business requirements. You can find all the fields on the Control Panel: Ticketing & Messaging > Settings > Fields & Mappings page, with system fields marked by letter S and custom fields marked by letter C.

Fields are helpful both on the Comm100 Control Panel and the Agent Console. You can use the fields as conditions to create routing rules, auto distribution rules, triggers, and SLA policies on the Control Panel. The following shows an example.

On the Agent Console, you can use the fields to create views and filter tickets. And you can quickly get essential information such as priority and status by the fields displayed on the Info tab.

System Fields

You can view the name, data type, and default values of system fields in the field list. The default system fields cannot be deleted.

Comm100 predefines the following system fields for your use:

• Assignee: The agent or bot that the ticket is assigned to.
• Assignee Type: The assignee types include Agent and Bot.
• @Mentioned Agent: Agents can use the @Mention feature to get other agents involved in a ticket. This field can be used to filter all the tickets where a specific agent is mentioned.
• Channel: The message channel that the ticket comes from. The Ticketing & Messaging channels that Comm100 supports include: Email, Facebook Messenger, Facebook Visitor Post, Facebook Wall Post, Tweet, Twitter Direct Message, Telegram, WhatsApp, LINE, WeChat, SMS, Chat, and Offline Message.
• Channel Account: Your organization’s accounts of different channels that have been integrated with Comm100. Accounts may include Facebook Pages, Email accounts, Twitter accounts, WhatsApp for Business accounts, WeChat Official accounts, SMS accounts, and so on.
• Contact Identity: In Ticketing & Messaging, the customers that agents communicate with are Contacts. Contact identity is associated with the Contact’s channel. One Contact may have multiple identities from different channels.
  For example, Contact A has an Email account and a Facebook account in your Ticketing & Messaging System. Then the Contact has two identities: The Email identity is the email address, and the Facebook identity is the name used in that account.
  To learn more about Contact, see this article.
• Contact Name: Ticketing & Messaging system auto-creates a Contact for tickets from Email or social channels. The default Contact name is associated with the Contact’s channel. One Contact has one name only.
  To learn more about Contact, see this article.
• Created Time: The time when the ticket was created.
• Department Assignee: Department assignee is the department that tickets are assigned to.
• If Has Draft: Whether a ticket has a draft.
• Is Read By Agent: Whether a ticket has been read by agents.
• Last Message Channel: The channel through which the last message in a ticket was sent or received. 
• Last Message Channel Account: The account used to send the last message in a ticket. 
• Last Replied By: The name of the agent or Contact that sent the last message in a ticket.
• Last Replied Time: The time that the last message in a ticket was sent.
• Last Status Changed Time: The last time that a ticket’s status changed.
• Last Updated Time: The last time that any change was made to a ticket.
• Priority: Priority defines how important or urgent a ticket is. The values include Urgent, High, Normal, and Low.
• Status: The status of a ticket. The values include New, Pending External, Pending Internal, On Hold, and Resolved. The default meanings of the statuses are as follows, and agents can also change the status manually for better follow-up.
  • New: When a ticket is created, its default status is New.
  • On-Hold: Tickets that require further check can use ‘On Hold’ status.
  • Pending External: Tickets that are waiting for your customers’ reply.
  • Pending Internal: Tickets that are waiting for your organization’s reply.
  • Resolved: Tickets that have been closed by agents.
• Subject: The default subject of a ticket is associated with its channel.
  • For tickets from emails, the ticket subject is the same as that of the email.
  • For tickets from social channels such as Facebook, the subject is the first message sent in a ticket.
  • For tickets from chats and offline messages, the subject shows the source channel and the visitor’s name. For example, the default subject of an offline message ticket can be Offline Message from client A.
  • For tickets manually created, the subject is customized text.
• Tag: Tags are customized keywords or phrases which can be added to a ticket. They can then be used as labels for easier identification of tickets.
• Ticket ID: The unique ID of a ticket. Ticket ID is generated by system automatically.
• Total Replies: The total number of messages that were sent in a ticket.

Custom Fields

Apart from the predefined system fields, you may want to capture and store other information that is relevant to your business. In this case, you can create custom fields to meet your unique requirements. You can define the data type, name, and other field details for a custom field. All your custom fields appear on the Info tab of the Agent Console.

The following shows the details of a custom field Username:

• The field uses Text box data type.
• The field allows a maximum of 256 characters.
• The default value is Client.
• The field is required to fill in on the Agent Console.

When a custom field is created, it applies to all the tickets, but the Default value setting only works for tickets created afterwards.

For tickets created from chats or offline messages, you can map Live Chat and Offline Message fields with custom fields in Ticketing & Messaging for more effective follow-ups.

For more information about custom fields, see this article.