A ticket field helps companies organize information from the customer, information that will help them categorize, prioritize and solve her issue. Apart from emailing support or tweeting at it, customers can raise support tickets by filling out a ticket form. A ticket form is a great way to capture a problem’s context; you can ask for information like their phone number, email address, the version of the software they’re using and so on. Information that will help your helpdesk better categorize, prioritize and assign your ticket.
Some ticket fields can be hidden to customers and be made available only to the agents. Usually, this is because of one of the following reasons:
Agent fields are also called as ticket properties and they are of great use in reporting and analytics.