A practical guide to Gorgias field conditions for ticket fields setup (2026)

If you’re leading a customer support team, you know your team’s conversations are a goldmine of insights. But trying to turn a flood of unstructured tickets into clean, actionable data can be a significant task. Without a proper system, spotting trends like a recurring product defect or a common shipping complaint can feel like looking for a needle in a haystack.

This is exactly the problem that Gorgias Ticket Fields and Field Conditions are designed to solve. They give you a structured way to categorize every ticket, making sure your agents collect consistent and valuable data. While the feature itself is powerful, getting it set up and optimized rewards a thoughtful approach to ensure it continues to serve your team as you scale.

This guide will walk you through everything you need to know about the Gorgias field conditions for ticket fields setup in 2026. We’ll cover what they are, why they’re so important, and how to configure them. We’ll also show you how to take this process a step further with AI, moving beyond manual rules to a more intelligent, automated workflow.

Understanding Gorgias field conditions: What are ticket fields and field conditions?

Before we jump into the setup, let's quickly break down the two key components. Think of them as the building blocks for creating a helpdesk that’s organized and rich with data.

Gorgias ticket fields

Ticket Fields are just custom data fields you can add to your tickets. Instead of wrestling with a chaotic mess of tags, you can create specific fields like "Contact Reason," "Product SKU," or "Issue Type." Your agents can then pick from predefined options in a dropdown menu or fill in specific details before closing a ticket. This simple step standardizes how data is collected across your entire team.

According to the official Gorgias documentation, you’ve got four main types to work with: a Dropdown menu with predefined options, a Number field for things like refund amounts, a free-form Text box for unique notes, and a simple Yes/No choice.

Gorgias field conditions

Field Conditions are the logic that makes your ticket fields smart. They’re basically "if-then" rules that decide when a specific ticket field should pop up. For example, if an agent selects "Return" as the "Contact Reason," then you can make the "Return Reason" and "Product Condition" fields appear and even be required.

This is great because it stops agents from being overwhelmed by a long list of irrelevant fields. It keeps the ticket interface clean and helps them focus on gathering only the information that matters for that specific type of ticket, a benefit Gorgias highlighted when they launched the feature.

Why a Gorgias field conditions setup is a big deal for structured data

Setting up ticket fields isn't just a tidying-up exercise; it's a strategic move that can ripple across your whole business. When your data is clean and consistent, you can finally shift from just putting out fires to proactively making your business better.

Here are a few ways that well-structured data can help, drawing on some of Gorgias's own best practices:

• Spot product quality issues early. Imagine you create a "Defect" field that only shows up when a customer reports a problem. If you suddenly see a spike in tickets with the "Zipper Defect" field filled out for a particular backpack, you can give your product team a heads-up to check on the manufacturing.

• Figure out what's going on with shipping. Is one of your shipping carriers constantly dropping the ball? A "Shipping Carrier" field combined with a "Shipping Issue" field can quickly show you which partners are underperforming. That gives you solid data to take into contract negotiations or to justify switching providers.

• Understand and reduce customer churn. If you run a subscription business, a "Cancellation Reason" field is pure gold. Knowing whether customers are leaving because of price, a poor product fit, or a bad service experience helps you fix the root causes and improve retention.

• Make your agents' lives easier. Conditional fields create a much smoother workflow. Agents don’t have to guess what information they need to collect or scroll through dozens of optional fields. The system guides them, which reduces their mental load and makes their job less stressful.

Getting to this point, though, depends on a thoughtful setup. Gorgias provides the tools to handle even complex business needs with precision.

How to set up Gorgias field conditions

Gorgias gives you a pretty solid interface for creating and managing these rules. The process boils down to defining your fields first, then building the conditional logic that controls when they appear. Here’s a look at the steps, based on their documentation.

Step 1: Create and configure your ticket fields

You have to create the fields before you can build rules for them.

1. Head over to Settings > Ticket Fields in your Gorgias admin panel.

2. Click Create Field and give it a name, description, and type (like Dropdown or Text).

3. Under Field visibility, you absolutely must select Conditionally visible. This is a vital step. If you set a field to "Always optional" or "Always required," Gorgias will prioritize those settings over any specific conditions you try to create for it.

Step 2: Build the conditional logic

With your fields ready to go, it’s time to build the conditional logic.

1. Go to Settings > Field Conditions.

2. Click Create Condition and give it a clear name you’ll remember, like "Show Refund Fields."

3. Under Condition Requirements, you'll set up your "if" statement. You can base this on the value of another ticket field. For example:

   • IF "Contact Reason" is one of "Refund Request"

4. Under Then display the following fields, you'll add your "then" statement. This is where you pick the ticket field(s) that should show up when the condition is met. You can also mark them as Required, which helps ensure agents fill them out before closing the ticket.

   • THEN display "Refund Amount" (Required) and "Reason for Refund" (Required).

This system is great for creating structured workflows. You can even use Ticket Fields as conditions in your main Rules engine to automate things, like assigning all tickets with a "VIP Customer" field to a senior support team.

Considerations for manual field condition setups

While this approach is robust and reliable, there are some factors to consider as your operations grow:

• Increasing complexity. As your company adds more products and support channels, your list of conditions may grow. Staying on top of these rules ensures your data remains clean and useful.

• Specific rule logic. Manual rules follow specific logic, which is perfect for standard requests. For more nuanced or unique customer issues, you may want to periodically review your conditions to ensure they capture everything correctly.

• Consistency. Ensuring agents consistently select the correct initial fields is key. Regular training and clear guidelines help maintain the integrity of your conditional sequences.

This is where bringing in AI can offer a complementary and scalable way forward for teams with high ticket volumes.

Going beyond a manual setup with AI

Building rules by hand is an excellent foundation, and real efficiency comes from systems that can understand the context of a conversation automatically. Instead of relying solely on manual input to trigger a workflow, an AI can analyze the customer's message and support the process.

That's exactly what eesel AI does. By integrating with your Gorgias helpdesk, eesel AI works within your existing setup to enhance the experience.

Let AI handle tedious classification and data entry

Using products like AI Triage and AI Agent, eesel AI reads incoming tickets, understands the customer's intent, and helps organize the data.

• Automated field population: eesel AI can read a message and automatically set the appropriate ticket field for you. This supports your agents and helps ensure your data is consistently categorized.

• Workflows that adapt: eesel AI complements your manual rules by learning from your past tickets to understand nuances. It can differentiate between similar inquiries, applying the most relevant fields and tags to each situation.

• Quick implementation: You can connect your Gorgias account with eesel AI easily. The AI can begin learning from your historical ticket data right away, helping you optimize your setup in a very short amount of time.

Test your setup with confidence using simulation

When refining your field conditions, it's helpful to know how they will perform. eesel AI offers a powerful simulation mode to assist with this. You can run the AI over thousands of your past tickets to see exactly how it would have categorized them. This gives you a clear forecast of performance and lets you refine your settings in a risk-free environment before applying them to live interactions.

Build a smarter foundation for your support data with Gorgias field conditions

Gorgias Ticket Fields and Conditions are fantastic tools for any support team that wants to be more data-driven. They provide the structure you need to turn conversations into clean, useful insights. By following the setup process, you can create a much more organized and efficient workflow for your agents.

To further enhance your support operations, adding a layer of AI automation can be a great next step. Tools like eesel AI complement Gorgias's mature platform, offering an intelligent system that assists with data entry and provides the confidence to automate more of your support process.

Ready to see how AI can transform your Gorgias setup? Book a demo of eesel AI today.