Custom Ticket Fields with AI Auto-Population
Create and manage custom fields for tickets with AI-powered automatic population, advanced analytics, and intelligent validation.Key Features
- 🎯 5 Field Types: Text, Number, Dropdown, Boolean, and Product fields with full customization
- 🤖 AI-Powered Population: Automatically fill fields by analyzing conversation context, order history, and similar tickets
- 📊 Advanced Analytics: Track field usage, trends over time, and drill down into specific values
- 🛍️ Smart Product Selection: Search from customer orders and full product catalog with variant support
- ✅ Intelligent Validation: Context-aware required field validation with automatic review workflows
- 🔍 Powerful Filtering: Filter inbox by any field value with grouped search interface
Field Types
Text Field
- Single-line or multi-line input
- Auto-save on blur or Enter key
- AI can extract information from conversations
Number Field
- Integer or decimal values
- Auto-save on blur or Enter key
- Perfect for quantities, amounts, or ratings
Dropdown Field
- Single-select with custom options
- Supports nested hierarchies (e.g., Category > Subcategory)
- AI selects most appropriate option based on context
Boolean Field
- Yes/No toggle
- Instant save on change
- Simple binary choices
Product Field
- Search from customer’s recent orders (prioritized)
- Access full product catalog from all shop integrations
- Variant support with nested selection
- Shows order context (e.g., “iPhone 15 - 256GB Black (Order #12345)”)
- Redis-cached for fast loading
- Works with Shopify, WooCommerce, and more
AI Analysis Features
Automatic Population
- On Creation: Analyzes first customer message to populate all AI-enabled fields
- On Resolution: Retries missing required fields with full conversation context
- Confidence Scoring: Only saves values with high confidence (>0.7)
- Similar Tickets: Learns from patterns in previously resolved tickets
- Product Context: Extracts products from customer’s order history
Smart Review Workflow
When AI fails to fill required fields after 3 attempts:- Automatically sets ticket to
On Holdstatus - Applies
Needs Reviewsub-status - Appears in dedicated “Needs Review” system view
- Agents can manually fill missing fields and resolve
Analytics Dashboard
Track field performance and usage patterns:Top Used Values
- Horizontal bar chart showing most popular field values
- Click any value to drill down into tickets
- Filter by date range and data scope
Trends Over Time
- Multi-line chart tracking value usage trends
- Smooth curves for pattern identification
- Automatic detection of highest-usage values
All Values Table
- Paginated table of all field values
- Sortable columns with search
- Click-to-filter integration with inbox
Filtering & Search
- Field-Based Filtering: Filter inbox by any field value
- Grouped Interface: Fields grouped with searchable options
- Multi-Field Support: Apply multiple field filters simultaneously
- Label Preservation: Maintains filter context during navigation
- Backend Optimization: Efficient query preprocessing for complex filters
Validation System
Context-Aware Validation
- General Context: Only validates non-AI required fields
- Resolution Context: Validates all required fields (AI + non-AI)
- Bulk Operations: Prevents bulk resolution if tickets have missing required non-AI fields
- Preview Modal: Shows affected tickets before blocking action
Field Key Validation
- Auto-generated from display name
- Real-time uniqueness checking
- Validates on blur, not on every keystroke
- Clear error messages with inline feedback
Performance Optimizations
- Redis Caching: Product catalogs cached for 10 minutes (500 product limit)
- Conditional Prefetching: Only prefetch product data if required product field exists
- Queue Optimization: Early exit if organization has no AI-enabled fields
- Incremental View Counts: Real-time count updates without full recomputation
Use Cases
- Product Support: Automatically link tickets to purchased products
- Case Classification: Auto-categorize tickets by type, department, or priority
- SLA Tracking: Custom fields for response time requirements
- Workflow Routing: Route tickets based on field values
- Reporting: Analyze trends by custom dimensions
- Compliance: Track required information for regulatory needs
Channel Configuration
- Channel-Specific Fields: Show different fields based on communication channel (Email, WhatsApp, etc.)
- Required Field Control: Set fields as required or optional per channel
- Smart Defaults: AI learns from channel-specific patterns
Settings & Management
- Field Configuration: Easy setup with preview panel
- Active/Archived Views: Manage field lifecycle
- Drag-to-Reorder: Custom field display order
- Bulk Actions: Archive/activate multiple fields
All field data syncs in real-time via Supabase Realtime - no manual refresh needed!
CSAT Survey Workflow Triggers
Automatically trigger workflows based on customer satisfaction survey responses to deliver exceptional follow-up experiences.Key Features
- 📊 Score-Based Triggers: Automatically execute workflows when customers submit specific CSAT scores
- 🎯 Smart Filtering: Configure workflows to trigger on score ranges (e.g., low scores ≤ 3, high scores ≥ 4)
- ⚡ Instant Response: Workflows activate immediately after survey submission
- 🔄 Multi-Channel Support: Works across Email.. other channels coming soon.
Use Cases
- Low Score Recovery: Automatically escalate to senior support when score ≤ 2
- Thank You Messages: Send appreciation notes for high ratings (score ≥ 4)
- Feedback Collection: Request detailed feedback for neutral scores
- Internal Alerts: Notify team leads about negative experiences
How It Works
- Customer submits CSAT survey after ticket resolution
- System evaluates configured workflow triggers
- Matching workflows execute automatically based on score
- Follow-up actions happen instantly (emails, notifications, escalations)
Safety Features
- Duplicate prevention: Won’t trigger multiple times for same ticket
- Execution limits: Built-in rate limiting to prevent spam
- Channel-specific configs: Different expiration times per channel
Works with existing CSAT surveys - no migration needed!
On-Hold Tickets with Smart Scheduling
Put tickets on hold with specific reasons and automatic reopen scheduling. Perfect for managing dependencies and follow-ups.Key Features
- ⏰ Scheduled Auto-Reopen: Set exact date/time when ticket should automatically reopen
- 📝 Hold Reasons: Distinguish between “Waiting for Customer” vs “Waiting Internal”
- 🎨 Visual Indicators: Color-coded badges show hold status at a glance (Green = Customer, Purple = Internal)
- ⚙️ Organization Defaults: Configure default hold durations for internal (3 days) and external (7 days) holds
How It Works
- Change ticket status to “On Hold”
- Select reason: Waiting for Customer or Waiting Internal
- Choose duration or set custom date/time
- Ticket automatically reopens when scheduled time arrives
Use Cases
- Customer Response: Waiting for customer to provide requested information
- Internal Dependencies: Waiting for another team or system
- Scheduled Follow-ups: Follow up after specific time period
- Product Availability: Reopen when product back in stock
Visual Experience
- Badge Display: Shows “Reopens on: [Date]” with reason indicator dot
- Overdue Alerts: Clearly marks overdue on-hold tickets
- Quick Actions: Edit hold time or cancel hold with one click
- Tooltip Details: Hover for full hold reason and timestamp
Tickets automatically return to “Open” status at scheduled time - no manual intervention needed!
Performance Improvements & Bug Fixes
Improved ticket loading performance and resolved several key issues.What’s Fixed
- Fixed ticket loading delays in high-volume organizations
- Improved Sync engine reliability
- Resolved caching issues causing stale data
- Enhanced offline mode stability
Performance Gains
- 50% faster initial ticket list load
- Reduced memory usage in long sessions
- Better handling of large attachments