What are Tickets and Ticket Fields?
Updated
In Sprinklr, a ticket is essentially treated as a case with an important distinction: it has a parent case associated with it. As an individual entity, a ticket behaves exactly like a case, with all the same functionalities, but it is linked hierarchically to a parent case.
This structure is particularly useful when an agent handles an interaction in a parent case and, during the interaction, creates a child case (ticket) to track a related but distinct issue or task.
Note: Depending on the client’s use case, a ticket can either be linked to a parent case or treated as a standalone case. While clients often prefer using child cases, Sprinklr does not impose any restriction on this choice.
What are Ticket Fields?
Ticket fields are nothing but case custom fields. These are data attributes that record and define essential details of a ticket, such as category, type, priority, status, or creation reason. They supply information used to classify, track, and manage tickets throughout their entire lifecycle.
Types of Ticket Fields
Ticket Fields are data attributes that store information about a ticket. These fields can be:
Primary fields: Core ticket attributes that define ticket classification. For example, category, type.
Controlling fields: Fields that determine the visibility or availability of other fields based on selected values.
Secondary fields: Fields that capture additional context or resolution-related details for a more complete view of the ticket.
Steps to Create a Ticket Field
In Sprinklr, ticket fields are implemented as case custom fields. To create a custom field, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service > Route, click Custom Fields.
3. On the Custom Fields window, click Create Custom Field in the top right corner.
4. On the Create Custom Field window, select the Field Type, enter the Name of the custom field, and select the Asset Type.
5. In the Set Values section, select the Type and add the Values by clicking the Plus icon in the Values field.
In the Controlling Field section, set the Controlling Fields by selecting the Controlling Field, Controlling Field Value, and New Custom Field Value.
Note: Specify which values in the dependent custom field should appear based on the value selected in the controlling field.
6. Click Save in the bottom right corner.
Bulk Upload of Custom Fields
During ticketing setup, when fields must be created in bulk, often numbering in the hundreds, manual creation is not practical. This process is streamlined using an import configuration feature.
To import custom fields, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Platform Modules > Listen, click All Settings.
3. On the All Settings window, click Import and Exports in the left pane.
4. On the Import and Export window, click Import Configurations in the left pane and click Import from Excel in the top right corner.
5. On the Import window, click Browse and attach the Excel with the Custom Fields information to be uploaded.
6. Click Import.