Understanding Custom Ticket Fields
LimeChat’s Custom Ticket Fields allow you to capture and categorize unique ticket details, enhancing support efficiency and data-driven decision-making.
1. What are Custom Ticket Fields?
Custom ticket fields are customizable data fields that can be added to tickets in a CRM system. These fields allow organizations to capture specific information that is unique to their processes, such as issue type, customer segment, priority, or any other custom attribute. Custom fields enable better ticket categorization, segmentation, and more insightful reporting.
Example Use Case:
An e-commerce company creates a custom field called "Order Issue Type" with options like "Payment Issue," "Shipping Delay," and "Product Inquiry." This allows support teams to categorize tickets more effectively, leading to quicker resolutions and more targeted follow-up.
2. How Custom Ticket Fields Boost Support Efficiency and Key Metrics
Custom ticket fields enhance the support function by allowing teams to capture and utilize specific data, leading to more efficient ticket handling and better performance insights.
Better Ticket Segmentation: With relevant data captured in custom fields, teams can segment tickets more precisely, leading to faster routing and resolution.
Enhanced Reporting: Custom fields provide granular data that can be used for deeper insights and better decision-making.
Improved Agent Productivity: By organizing tickets based on custom fields, agents can prioritize tasks more effectively.
Metrics Directly Affected:
Average Resolution Time (ART)
First Contact Resolution Rate (FCR)
Customer Satisfaction Score (CSAT)
Agent Efficiency and Productivity
3. Why are Custom Ticket Fields Essential?
Custom ticket fields bring value by enabling organizations to tailor their ticketing systems to their specific needs, resulting in more personalized support and data-driven decision-making.
Enhanced Personalization: Capture unique customer or issue-specific details that help provide more tailored support.
Data-Driven Strategies: Use the captured data to identify trends, customer needs, and areas for process improvement.
Streamlined Operations: Custom fields help streamline ticket routing, categorization, and escalation, ensuring smoother operations.
4. Impact of Custom Fields on Agents and Managers
For Agents:
Clearer Ticket Context: Custom fields provide agents with a clearer understanding of the ticket details, helping them address issues more effectively.
Improved Workflow Efficiency: Organized and structured ticket information reduces the time needed to gather essential details.
Better Performance Insights: Custom fields can be tied to agent performance, helping them understand key focus areas.
For Managers:
Data-Driven Oversight: Managers can use custom fields to monitor ticket trends, performance, and areas needing improvement.
Optimized Resource Allocation: Custom fields help in identifying bottlenecks and reallocating resources where needed.
Enhanced Reporting Capabilities: More granular data leads to better insights, allowing for strategic decision-making.
5. Harnessing Analytics for Custom Ticket Fields
Custom ticket fields provide a wealth of data that, when analyzed correctly, can reveal valuable insights about your support operations, customer behavior, and overall service efficiency.
Best Practices for Analyzing Custom Ticket Field Data:
Segment Data for Deeper Insights: Use custom fields to segment data in your reports. For example, filter by "Issue Type" to identify common problems or by "Customer Tier" to understand service levels across different customer segments.
Track Trends and Patterns: Regularly analyze custom field data to identify recurring issues, peak times for certain types of tickets, or areas where processes may need refinement.
Set Benchmarks and Goals: Use historical data from custom fields to set benchmarks for key performance indicators (KPIs) like resolution time, customer satisfaction, or agent productivity. Monitor these metrics over time to track progress and adjust strategies as needed.
Leverage Data for Continuous Improvement: Use the insights gained from analytics to refine ticket handling processes, improve training programs, and optimize resource allocation.
6. Using Custom Ticket Fields/ Properties
To use the custom field, access tickets from the left panel.
Upon opening a ticket, the custom fields appear on the left panel.
Update the required field and after entering the necessary details, click on "update". The custom fields are now saved successfully. Enjoy exploring the custom fields feature.
Check this video to know more about Custom Ticket Fields:
FAQ'S
Last updated