Configure ticket types
Set up customer, back-office, and tracker ticket types and add custom fields (text, number, select, date, checkbox) with required and visibility options.
Ticket types let you shape the form for each kind of work your team tracks, since a customer request needs different fields than an internal task. This article covers the three ticket categories and how to add custom fields.
Configure ticket types in Settings > Support > Ticket types.
Three categories
- 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.
Note: Back-office and tracker tickets are internal. Customers never see them in the portal or the widget, whatever their fields are set to.
You can mark one type as the default for each category.
Configure fields
Every type starts with two built-in fields: Subject and a long-text Details field. Add custom fields on top:
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 |
Date | Deadlines, incident dates |
Checkbox | Yes or no flags |
For each field, turn on Required to enforce it, and Visible to control whether the requester sees the field or only your team does.
Tip: Keep customer-facing forms short. Every required field is one more step between a customer and filing the request.
Where ticket types are used
- From the inbox: when your team creates a ticket (for example with Create ticket on a conversation), they pick a type and fill in its fields.
- Customer intake: on a customer type, the Show on portal and Messenger intake switch controls whether customers are offered that type when they file a ticket themselves.
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