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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.

Customer resource snapshots​

In a field's Auto-Fill Data setting, select Customer resource: table → column to capture a value from the resource row linked to the ticket's customer. Only customer-linked resources are offered. Enum columns use a dropdown with the resource's options; boolean columns offer true and false.

The value is saved as a ticket snapshot during ticket autofill. Opening an older ticket's disposition form captures any resource fields that have not yet been saved. Existing snapshots, including deliberately blank values, are preserved when the resource changes. This is not a live customer field.

When an agent changes a mapped field and saves disposition or submits a resolution (including a child ticket's objective response), the ticket snapshot and the corresponding resource column are saved together. Unchanged mapped fields do not overwrite newer customer values, and other tickets retain their own snapshots.

If no customer row exists, fields start empty. Entering values and saving creates a linked row, using the customer's configured identity values. All required resource columns must be supplied; missing values are reported before saving. Multiple matching rows must be reconciled before an agent can save a mapped change. Resource-backed disposition fields need unique labels, including across nested branches.

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.

Route tickets to a team from a data point​

Use an autofilled Category field to choose a new ticket's task team based on a data point, such as customer tier, region, or order type. Keep the account's default team as the fallback.

Setup​

  1. Open Settings → Ticket Fields and add or edit a field, such as Customer tier.
  2. Set Field Type to Category and keep the field active.
  3. Set Auto-Fill Data to the data point that supplies the category value.
  4. Add the expected options and select Route to team for each option that should route to a specific team.
  5. Save the form.

For example:

Customer tier valueRoute to team
PremiumVIP Support
WholesaleB2B Support
Missing or unmapped valueAccount default team (fallback)

The fallback row describes the behavior; you do not need to add it as a category option.

Priority and data availability​

  • An explicit task team takes priority. If the workflow's task tag already selects a team, the category mapping does not override it.
  • The first matching field wins. Active category fields with team mappings are checked in their configured sort order. Values match option names without regard to case or surrounding spaces.
  • No match falls back to the default team. Missing values, unmapped options, and mappings to teams that no longer exist are skipped. If no valid mapping matches, Flowcall uses the account's default team.
  • The value must be available when routing runs. Configure autofill so the value is populated before the team is selected. A value collected only when an agent closes the ticket is too late for initial routing.

For a condition such as order value greater than 10,000, have the data point return a category such as High value or Standard, then map those options to teams.

You can also ask the Copilot to configure this:

"Use the customer-tier data point to autofill a Customer tier category field. Route Premium to VIP Support and Wholesale to B2B Support. Keep the account default team for other values."

See Agent Assignment & Teams for how team selection fits into agent assignment.

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.