Ticket Types
Ticket types classify the nature of each support request. Where Channels record how a ticket arrived, types record what it is about. The Type field appears on every ticket at creation time — giving your team structured data for filtering, organized queues, and consistent handling of similar requests. This article covers how to manage the type list in Settings and how to choose categories that work for your team.
Who Can Use It
Company Admin. Type management sits inside Ticket Settings, which requires admin access.
Prerequisites
- Company Admin account.
- Tickets module enabled: Settings → Module Settings → Tickets toggle on.
How to Access
Settings → Ticket Settings → Ticket Types tab.
Ticket Settings contains seven tabs: Ticket Agents, Ticket Groups, Ticket Types, Ticket Channel, Reply Templates, Round Robin, and Ticket Visibility Setting. Select the Ticket Types tab to view and manage the type list.
Managing Ticket Types
Creating a Type
- On the Ticket Types tab, click the button to add a new type.
- Enter a Type Name — a short, clear label such as "Bug Report", "Billing Inquiry", or "Feature Request".
- Optionally add a description to guide agents in selecting the right category when logging a ticket.
- Save. The type is immediately available in the Type dropdown when creating or editing a ticket.
Editing a Type
Click a type in the list, update the name or description, and save. The change takes effect immediately. Existing tickets that reference the old name will reflect the updated name.
Deleting a Type
Click the delete control next to a type. If tickets are currently assigned to it, reassign those tickets first — then retry the deletion.
Choosing Effective Types
Well-designed ticket types are:
- Mutually exclusive — each ticket should fit clearly into one type, not two.
- Collectively exhaustive — every ticket your team receives should map to at least one type.
- Actionable — the type should shape how the agent handles the ticket, not just label it after the fact.
Example Starting Set
For most teams, five to eight types strike the right balance. Common examples:
| Type | Used for |
|---|---|
| Bug Report | Something is broken or not behaving as expected |
| Feature Request | Suggestions and enhancement ideas |
| Question | How-to inquiries and general information |
| Billing Inquiry | Payment, invoice, and account questions |
| Access Request | Requests for user access or permission changes |
| Change Request | Requests to modify existing configuration or data |
| Complaint | Feedback requiring acknowledgment and resolution |
Adjust this list to fit your workflows. Specialized teams (legal, compliance, procurement) may need dedicated types.
Types to Avoid
- "Other" or "General" — catch-all types defeat the purpose of categorization. If a ticket does not fit any existing type, that signals a gap to fill with a new type.
- Overly narrow types — "Login Button Not Working on Safari" is a ticket subject, not a type. Keep types broad enough to cover a range of related requests.
- Duplicate types — "Issue" and "Problem" mean the same thing. Consolidate them.
Effect on Other Features
| Feature | How types connect |
|---|---|
| Creating tickets | The Type field on the ticket form pulls from the types defined here. Both employees and clients can be requesters (the Type field appears at creation). |
| Ticket Groups | Groups and types are independent — selecting a type does not auto-assign a group. Agents assign the group separately. Note: client submitters do not see the internal Group dropdown. |
| Round Robin | Automatic agent assignment (Ticket Settings → Round Robin tab) distributes tickets across agents in a group, independent of ticket type. |
| Tickets list | The Tickets list at /account/tickets can be filtered by type, letting agents work a focused queue for a specific category. |
Limitations
- Types are company-scoped. There is no per-project subset of types or per-agent type visibility restriction. Workaround: Use a naming convention that includes the project or team prefix (e.g. "Billing — Refund", "Eng — Bug Report") so agents can visually filter by context, and pair types with Ticket Groups to route tickets to the right team.
- No hard limit on type count, but a list longer than roughly ten types slows agent selection and reduces consistency. Workaround: Audit types quarterly. Merge low-volume categories into broader ones. Target 5–10 types that cover the large majority of your ticket volume.
Troubleshooting
A Ticket Was Filed Under the Wrong Type
Open the ticket, update the Type field, and save. The change is immediate.
Agents Consistently Pick the Wrong Type
Cause: Type names are ambiguous, or the distinctions have not been communicated.
Fix: Add a clear description to each type — agents see this text when selecting. Hold a brief team session to walk through edge cases. A useful rule of thumb: "Bug Report = the system is broken; Question = the user does not know how to use a feature." Review miscategorized tickets periodically and give feedback.
Cannot Delete a Type
Cause: Existing tickets still reference this type.
Fix: Go to /account/tickets, filter by this type, reassign those tickets to the correct type, then retry the deletion.
The Type Dropdown Has Too Many Options
Cause: Types were added reactively over time without consolidation.
Fix: In Ticket Types, delete or rename low-use entries. Merge types with minimal distinct value into broader categories until agents can scan the list at a glance.