Configure ticket types

Not every ticket looks the same. A customer request needs different fields than an internal task. Ticket types let you shape the intake form for each kind of work your team tracks.

Configure them at Admin → Settings → Ticket types.

Three types

• Customer: a customer-visible support request. Only one customer ticket can be linked to a given conversation at a time.
• Back-office: an internal task with no customer visibility, for work your team tracks but a customer never sees.
• Tracker: an umbrella ticket that fans work out across several linked tickets, for requests too big to track as one item.

Note:
Back-office and tracker tickets are internal by definition. Customers never see them in the portal, regardless of field configuration.

Configure fields

Every type starts with two fixed fields: a Subject and a long-text Details field. Add custom fields on top of those:

Mark a field Required to enforce it, and for customer-visible types, toggle Visible to customer to control whether the requester sees that field or only your team does.

Tip:
Keep customer-facing forms short. Every required field is one more thing standing between a visitor and filing the request.

How this shows up today

Your team can pick a ticket type and fill in its fields when creating a ticket from the admin inbox. The portal's own New ticket form currently collects a subject and description and always creates a customer ticket, without a type picker or the custom fields you've configured here. Use ticket types now to standardize how your team captures structured detail on the tickets it creates directly.

Next steps

• Manage support tickets: the status and stage model tickets move through
• Work the support inbox: filter by ticket type in the Tickets group
• Set up the email channel: tickets created from inbound support email