Ticket Type

Ticket Types help you categorize incoming tickets based on the nature of the issue — such as "Bug", "Feature Request", or "Billing". Adding meaningful ticket types can help teams streamline operations and reporting.

Helpdesk creates for 4 default ticket types for you out of the box.

• Bug
• Incident
• Question
• Unspecified (system generated, can't be deleted)

Adding a ticket type

1. Navigate to desk.
2. In the search bar on top right corner search for "HD Ticket Type".
3. Click on the first search result.

Why use Ticket Types?

• Segregation of tickets
  Easily filter and organize tickets by their type for better visibility and workload management.

• Custom logic with Server Scripts
  You can apply different workflows, auto-assignments, or triggers using Server Scripts based on the selected ticket type.

• SLA Configuration
  Define different SLA policies for different ticket types (using the condition field). For example, urgent issues like "Outage" may have a some different SLA applied to the ticket as compared to "General Inquiry".