Manage Gorgias ticket fields
Main topic/features: Gorgias Ticket fields (custom properties), Conditional fields, Dropdown (nested values), Number, Text, Yes/No field types. Answers: How to create, edit, manage, archive ticket fields; set mandatory/optional status; implement conditional visibility; collect specific ticket data for reporting. Keywords: Data collection, organization, custom fields, conditional logic, workflows, admin, agents, Gorgias helpdesk.
Import dropdown values from a CSV file
Main Topic & Features: CSV Import for Dropdown Options (Ticket Fields, Customer Fields). Feature: "Import From CSV". Supports hierarchical dropdowns. Questions/Problems Answered: How to import multiple dropdown options for custom fields, create nested/hierarchical selections, use the correct CSV format/template, and understand import limitations. Key Concepts & Keywords: CSV import, dropdown options, Ticket Fields, Customer Fields, custom fields, hierarchy, nested options, file format, UTF-8, template, duplicates, 2000 values, 5 levels.
About Managed Ticket Fields
Main topics/features: Managed Ticket Fields, Suggested Ticket Fields, AI Ticket Fields, AI Agent, Contact Reason, Resolution, Product, AI Intent, AI Agent Outcome, AI Agent Sales Opportunity, AI Agent Sales Discount. Answers: What are Gorgias's default managed ticket fields? How to customize or archive suggested ecommerce fields (Contact Reason, Resolution, Product). Which fields are essential for AI Agent functionality (AI Intent, AI Agent Outcome, AI Agent Sales Opportunity, AI Agent Sales Discount) and cannot be edited. Keywords: managed ticket fields, default, ecommerce, AI Agent, customize, edit, archive, data collection, reporting, analytics, Admin permissions.
Contact Reason AI-Powered Suggestions
Main Topic/Features: Contact Reason (managed Ticket Field), AI auto-prediction. Answers: How AI pre-fills Contact Reason based on customer messages; why predictions might not appear (lack of labeled tickets); how to improve AI accuracy by interacting with suggestions and ensuring sufficient historical data. Key Concepts/Keywords: Ticket field, e-commerce, AI, machine learning, auto-fill, prediction, accuracy, labeled tickets, historical data, customer contact, order inquiries, refund requests, best practices (customer-centric, distinct, comprehensive reasons).
Use Ticket Fields in Rules
Main Topic/Features: Gorgias Rules, Ticket Fields, Set Ticket Field action, Custom Rule. Answers: How to use Ticket Fields as conditions or actions in Rules; How to automatically set Ticket Fields; How to trigger Rules based on Ticket Field values; How to standardize ticket data for improved organization and reporting. Key Concepts/Keywords: Gorgias, Ticket Fields, Rules, automation, conditions, actions, set ticket field, create rule, custom rule, helpdesk, ticket management, reporting.