> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Update Ticket Fields

> Update ticket information in your PSA system with smart action results or specific changes

This action updates information on tickets in your PSA system. It can apply changes suggested by other smart actions or make specific updates you define.

<Tip>
  Automating ticket updates ensures your data stays accurate and consistent. It saves time by handling routine updates automatically, so your technicians can focus on solving problems instead of updating fields.
</Tip>

## How it works

### Step 1: Collect Update Instructions

The action receives a list of changes to make, either from:

* Previous smart actions (like Ticket Triage suggesting a new priority)
* Specific updates you configure directly

### Step 2: Apply Changes

For each ticket and each field to update:

* Finds the right ticket in your PSA
* Updates the specified field with the new value
* Follows your rules about whether fields can be cleared or not

### Step 3: Record Results

Documents what was changed and provides confirmation messages for your records

## Configuration options

### Update Sources

**From Previous Actions:** Use suggestions from actions like Ticket Triage, Ticket Dispatch, or Customer Sentiment Analysis

**Manual Updates:** Set specific field values directly in this action

### Field Protection

**Allow Clearing Fields:** Choose whether the action can remove existing field values

* Turn this ON if you want to allow fields to be cleared when appropriate
* Keep it OFF (default) to prevent accidental removal of important information

### Specific Updates

When you want to make the same change to all tickets, you can set:

* **New Status:** Change tickets to a specific status
* **New Priority:** Set a particular priority level
* **New Board/Queue:** Move tickets to a different board or queue
* **New Owner:** Assign tickets to a specific technician

Some fields are PSA-specific and only appear for the matching PSA:

* **Email CC List (HaloPSA):** the addresses CC'd on ticket notifications
* **Halo Team (HaloPSA):** move the ticket to a specific Halo team (dropdown of your teams)
* **Halo Workflow (HaloPSA):** put the ticket on a specific Halo workflow/process, e.g. *Working Issue (Remote)* (dropdown of your workflows)

<Info>
  The **Halo Workflow** dropdown is populated from your Halo workflows the first time Neo syncs your Halo metadata after this is enabled (teams sync already, so **Halo Team** is available immediately). Neo matches the name you pick — or one named in custom instructions — to your Halo workflow/team.
</Info>

## What you'll get

After the action runs, you'll see:

* **Event History:** Detailed record of all changes made
* **Internal Summary:** Messages for your team about what was updated
* **Confirmation:** Verification that changes were applied successfully

## Common use cases

<Accordion title="Apply Triage Results">
  **Setup:** Use after a Ticket Triage action
  **What it does:** Applies the priority, type, and category suggestions from the triage process
  **Result:** Tickets are automatically categorized correctly
</Accordion>

<Accordion title="Assign and Update Status">
  **Setup:** Use after a Ticket Dispatch action
  **What it does:** Assigns tickets to the suggested technician and updates status to "Assigned"
  **Result:** Tickets are routed to the right person and status reflects the assignment
</Accordion>

<Accordion title="Post-Resolution Updates">
  **Setup:** Trigger when tickets are marked as resolved
  **What it does:** Sets custom fields like "Resolution Code" or updates billing categories
  **Result:** Proper documentation and billing information is captured
</Accordion>

<Accordion title="Bulk Status Changes">
  **Setup:** Use in scheduled workflows to update multiple tickets
  **What it does:** Changes status of tickets that meet certain criteria
  **Result:** Consistent status management across your ticket system
</Accordion>

## Best practices

### Combine with Smart Actions

Use this action right after smart actions that suggest changes - it's designed to work together with them.

### Be Careful with Field Clearing

Only enable "Allow Clearing Fields" when you specifically want to remove information. Keep it disabled to prevent accidental data loss.

### Use for Consistent Updates

When you need to make the same change to multiple tickets, use the manual update options rather than doing it by hand.

### Check Custom Field Names

Make sure any custom field names match exactly what you have in your PSA system - small spelling differences will cause updates to fail.

### Review the Results

Check the Event History regularly to make sure updates are working as expected and to catch any issues early.

### Test First

Before using this in important workflows, test it with a few tickets to make sure it behaves as you expect.

## Example workflows

<Accordion title="Smart Triage and Apply">
  1. **Ticket Triage** - Analyzes new tickets and suggests priority, type, and owner
  2. **Update Ticket Fields** - Applies all the suggestions from the triage
  3. **Result:** New tickets are automatically categorized and assigned
</Accordion>

<Accordion title="Dispatch and Schedule">
  1. **Ticket Dispatch** - Suggests the best technician for a ticket
  2. **Update Ticket Fields** - Assigns the ticket to the suggested technician and sets status to "Scheduled"
  3. **Result:** Tickets are routed efficiently with proper status tracking
</Accordion>

<Accordion title="Quality Control">
  1. **Ticket QA** - Reviews completed tickets and assigns quality scores
  2. **Update Ticket Fields** - Saves the quality score and feedback to custom fields
  3. **Result:** Quality metrics are automatically tracked on every ticket
</Accordion>

## Available updates

You can update any ticket field including status, priority, board/queue, owner, type, category, and custom fields specific to your PSA system.

## Safety and reliability

The action includes built-in safety checks to ensure updates are valid and won't break your data. If any individual update fails, it won't stop the other updates from completing. All changes are logged with complete details of what was changed and when.