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Ticket Fields & Disposition

Most support teams need some information captured on every ticket — a reason, a category, an outcome — so the work can be analyzed later. In Flowcall this is the ticket's disposition: the structured set of fields that describe what the ticket was about and how it was resolved.

What makes Flowcall different is that much of this is collected by the AI automatically from the conversation, rather than relying on an agent to fill in a form at the end.

Disposition Fields​

You define your own disposition fields under Settings → Ticket Fields. Each field has a type:

  • Input — a short single-line value.
  • Textarea — a longer free-text value.
  • Category — a choice from a fixed list of options. Category fields can be nested: a child field only appears when its parent is set to a particular option (for example, a Sub-reason that depends on the chosen Reason).

Each field can be marked required or optional, and given a placeholder and help text. Required fields must be filled before a ticket can be resolved.

How Fields Get Filled​

Collected by the AI​

This is the key idea: the main fields are data the AI collects. As the AI handles a conversation, it populates disposition fields automatically through a few mechanisms:

  • From conversation context. For category fields, the AI reads the conversation summary and picks the best-matching option (using each option's description to decide).
  • From your data sources. A field can be bound to a data source from the Workflow Data Library — a built-in lookup, a custom API, or a Google Sheet — so its value is fetched rather than guessed.
  • From presets. A workflow can carry a disposition preset that pre-selects a category path (for example, always tagging tickets from a particular flow as Billing → Refund).

By the time an agent opens the ticket, these fields are already populated — the agent is confirming or adjusting the AI's work, not starting from a blank form.

Filled by an agent​

When an agent resolves a ticket, the disposition form in the Ticket View shows the same fields, pre-filled with whatever the AI captured. The agent completes any missing required fields, adjusts values, and enters a resolution. Resolution text can be assembled automatically from fields flagged as part of the resolution, until the agent edits it.

Run on closure (disposition actions)​

A field can also trigger a disposition action — an integration that runs the moment the ticket is wrapped up. For example, write the outcome to a Google Sheet, or call an API to fetch a confirmation ID and store it back on the ticket. These run at closure and are idempotent, so they fire once per ticket.

Highlighted Fields (Main Display)​

Not every captured field deserves equal prominence. You can choose a subset of fields to highlight — the Main Display Fields — so the most important values (often the ones the AI collected) appear front and center on the ticket and order view instead of being tucked away in the additional details.

This is configured alongside your disposition fields under Settings → Ticket Fields: define the full set of fields, then pick which ones to surface prominently.