We have multiple business units and would like to track service analytics by division contacted, but cannot automatically categorize tickets from Chats, since the ticket creation action in chatflows only permits setting pre-defined properties like name and priority.
Allowing custom properties to be set would add signifcant value to the ticketing system for anyone looking to report or track service issues from all channels. This feature is available for tickets created from forms, but not chatflows, and as such complete tracking is only possible through manul logging.
I send this idea. It would be the proper way to open new tickets, and remove needless manual steps in grooming tickets before proper action is taken on them.
In the absence of this ability to add custom properties to a ticket, how about being able to ask the questions for these fields and just pre-pend them to the ticket description? This way, the ticket service team does not waste time asking the basic questions, because the customer frustration and drop off will definitely grow with current feature limits.