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