What are default fields

Default fields are fields that cannot be removed or changed in Freshworks.  They are the data fields that freshworks software draws upon to create dashboards and analytics.  In order to use Freshworks' dashboards and analytics, we have to use these fields.  In some cases, the default fields don't 100% match what we want.  When that happens, we clearly indicate when a field as labeled by Freshworks means something different as used by Moko.  



Agent
  • What
    • I've removed the field that said "Moko Agent (new)" and replaced it with the default field called "agent"
    • This field is populated from the list of agents registered in Freshworks
  • Why
    • Freshworks' dashboard and analytics pull from this field to organize performance by agent.  We have to use this field to get reports by agent
Subject
  • What
    • The subject line is the heading for the issue
    • We should write a 1 sentence summary of the issue
    • We should not put data that we want to sort or analyze by (like product, specific issue type, phone number, etc) in here
  • Why
    • It is a required field so we can't remove it
    • The team is currently putting other information into this field (like product, issue type, phone number, etc) which means we will have to analyze this data manually
      • This will create a ton of work for Vivian's team.  We need the team to use the correct options instead of writing into the subject line.
Status
  • What
    • We are going to remove our custom field which was called "Status (new)" which had only 2 options; open or closed
    • We are going to use their default field called "Status" which includes 5 options
      • Open (we created the ticket)
      • Pending (we assigned the ticket to a Moko agent)
      • Resolved (we assigned the solution type to the ticket)
      • Closed (we actually executed the solution)
      • Waiting on customer (we're in the process of making our 3 attempts over 3 days to reach out)
      • Waiting on 3rd Party (we've contacted a 3rd party delivery company or lender)
      • Escalated (we've added it to the escalated group for the CS committee to resolve)
  • Why
    • Freshworks analytics draw upon these fields to generate dashboards and analytics and we can't change the fields.  So in order to use the dashboard features, we have to use these fields