Ticket Types

Ticket Types help categorize support requests based on the nature of the issue. They make it easier to organize tickets, apply automation, configure SLAs, and generate meaningful reports.

By assigning an appropriate ticket type such as Bug, Incident, or Question agents can quickly identify the purpose of a ticket and ensure it follows the correct support workflow.

Default Ticket Types

Every new Helpdesk installation comes with the following ticket types:

• Bug
• Incident
• Question
• Unspecified (system-generated and cannot be deleted)

Creating a Ticket Type

Ticket Types are managed from the Desk interface.

1. Switch to Desk.
2. Use the search bar and search for HD Ticket Type.
3. Open the HD Ticket Type DocType.
4. Click New.
5. Enter the name of the ticket type and save it.

The newly created ticket type becomes available when creating or updating tickets.

Why Use Ticket Types?

Ticket Types provide much more than simple categorization. They can be used throughout Helpdesk to automate workflows and improve support operations.

Organize Tickets

Categorizing tickets makes it easier to filter, search, and report on different kinds of customer requests.

For example, you might create separate ticket types for:

• Bug
• Feature Request
• Billing
• Sales Inquiry
• Technical Support
• Account Access

Automate Workflows

Ticket Types can be used with Server Scripts to automate actions such as:

• Assigning tickets to specific teams.
• Automatically setting priorities.
• Updating custom fields.
• Triggering custom business logic.

This allows different categories of tickets to follow different workflows without manual intervention.

Apply Different SLA Policies

Ticket Types can also be used as conditions when configuring Service Level Agreements (SLAs).

For example:

• An Outage ticket can receive a much shorter response time.
• A Feature Request may have a longer resolution target.
• A Billing issue can be routed to a dedicated SLA policy.

This ensures every category of support request receives an appropriate level of service.

Typical Use Cases

• Separate technical issues from billing requests.
• Automatically assign tickets to specialized teams.
• Generate reports based on ticket categories.
• Apply different SLAs for different types of requests.
• Create custom workflows using Server Scripts.

Best Practices

• Keep ticket types broad and easy to understand.
• Avoid creating multiple ticket types with overlapping purposes.
• Use Ticket Types together with SLAs and Server Scripts for maximum automation.
• Review ticket types periodically as your support process evolves.
• Reserve the Unspecified type as a fallback for uncategorized tickets.