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Special Fields

This section provides a detailed exploration of field configuration and advanced usage beyond the basic field types covered earlier.

Special Fields​

Special fields provide enhanced functionality beyond standard data capture:

Notes​

Dedicated sections for different types of communication:

  • Public Notes: Visible to all ticket participants
  • Private Notes: Visible only to internal staff
  • Chase Notes: Used for following up on outstanding issues
  • Resolution Notes: Document how issues were resolved

History​

Automatically tracks all changes to the ticket, including:

  • Field value changes
  • Status transitions
  • Actor assignments
  • Note additions

Linked Tickets​

Displays relationships with other tickets:

  • Shows parent/child relationships
  • Lists related tickets
  • Provides quick access to associated tickets

Smart Summary​

Provides an AI-generated summary of the ticket activity:

  • Comprehensiveness options (Detailed, Balanced, Crisp)
  • Style options (Professional, Casual, Empathetic)
  • Customizable field inclusion

Field Dependencies​

Create relationships between fields to build dynamic forms:

Cascading Dropdowns​

  • Parent field selection determines options in child fields
  • Updates automatically when parent value changes
  • Can have multiple levels of dependencies

Calculated Fields​

  • Values automatically generated based on other field values
  • Can use formulas, concatenation, or logic
  • Update in real-time as dependent fields change

Dynamic Requirements​

  • Fields become required or optional based on other field values
  • Visibility toggles based on selections
  • Editability changes according to conditional logic

Field Integration​

Fields can integrate with external systems and processes:

API-Connected Fields​

  • Pull data from external APIs
  • Validate input against external databases
  • Send updates to integrated systems

Automation Triggers​

  • Field changes can trigger workflows or actions
  • Value thresholds can initiate escalations
  • Pattern recognition can route tickets automatically

Reporting Integration​

Fields can be designated for inclusion in standard reports:

  • Custom field values can drive dashboard visualizations
  • Field trends can generate automated insights

By leveraging these advanced field capabilities, you can create sophisticated ticket templates that capture exactly the information needed while providing a streamlined user experience through dynamic forms and intelligent data handling.