Ticket Type
Ticket Types help you categorize incoming tickets based on the nature of the issue — such as "Bug", "Feature Request", or "Billing". Adding meaningful ticket types can help teams streamline operations and reporting.
Helpdesk creates for 4 default ticket types for you out of the box.
- Bug
- Incident
- Question
- Unspecified (system generated, can't be deleted)
Adding a ticket type
- Navigate to desk.
- In the search bar on top right corner search for "HD Ticket Type".
- Click on the first search result.
Why use Ticket Types?
- Segregation of tickets Easily filter and organize tickets by their type for better visibility and workload management.
- Custom logic with Server Scripts You can apply different workflows, auto-assignments, or triggers using Server Scripts based on the selected ticket type.
- SLA Configuration Define different SLA policies for different ticket types (using the condition field). For example, urgent issues like "Outage" may have a some different SLA applied to the ticket as compared to "General Inquiry". Last updated 3 weeks agoWas this helpful?
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