Helpdesk Custom Ticket Types

Helpdesk tickets come with a number of default ticket types. Ticket types are important because they are used to filter Helpdesk tickets with different purposes, as well as define which custom fields show on a particular ticket.

Custom ticket types lets admin users create types with a custom name, icon, and icon color. These can then be used in filters and reporting.

IMPORTANT NOTES

  1. Custom ticket types cannot be deleted. To remove a ticket type as an option, disable the option from the list. To update a ticket type, hover over the ticket name in the settings, and click the edit icon where Admin users can update the custom ticket type.
  2. Custom ticket types are available as ticket types in all projects, with the option to enable or disable the type, same as default ticket types.


How to create a custom ticket type

To create a custom ticket type, admin users can go to Settings > Projects > Any project settings page and then scroll down to the “Ticket Types” Section. Click the “New Ticket Type” button to open a modal to define and save your new ticket type.

To edit a custom ticket type, hover over the ticket name in the list, and click the edit icon.



From the modal, choose a name for your ticket type, select an icon, and a color for the icon. Then click save. Remember, at this time custom ticket types cannot be deleted. Do not make extra custom ticket types if you make a mistake. Instead, edit the custom ticket type to match your desired settings.



How to filter on custom ticket types

To filter on a custom ticket type do the following:

  1. Go to the Helpdesk
  2. Click the filters button in the top right corner
  3. Select “More”
  4. Check the “Ticket Type” option. The ticket type filter will now show in the filters modal
  5. Select your custom ticket type from the dropdown

Ticket Type IDs

If you are making tickets via the API, you can find the ID of the ticket type by looking in the URL on the helpdesk page when that ticket type is selected in the filter. 

To find the ID: 

  1. Navigate to help desk 
  2. Clear all existing filters
  3. Open filters, and select "More"
  4. Choose Ticket Types
  5. Filter down to the Ticket Type you need 
  6. Extract the ID from the last part of the URL, example: "ticketTypeId=87"

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