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.
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:
| Field type | Use for |
|---|---|
| Text | Short values like an order number |
| Long text | Free-form detail |
| Number | Quantities, amounts |
| Select | A fixed set of options (one per line) |
| Date | Deadlines, incident dates |
| Checkbox | Yes/no flags |
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.
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