Ticket types, statuses, priorities, and services

These lists help classify customer inquiries consistently.

Last updated 20 days ago

Types distinguish between processes, such as a technical issue, a consultation, or a warranty claim. You can associate statuses, canned responses, closing questions, and additional fields with a specific type.

Statuses indicate the current stage of a Ticket. You can define names, colors, display order, and the types to which a status applies. If a status is linked only to specific types, it will not be available for other processes.

Priorities indicate urgency. Their configuration includes fields for incident response times and reminders. System-defined priorities (low, medium, and high) cannot be deleted.

Services describe the specific service the customer is inquiring about. First, enable the service field in the general Tickets settings. You can assign a name and an image to each service.

When managing lists:

use short, clear names;
establish a logical order;
check the associated statuses, responses, questions, and fields before disabling a type;
do not delete a value that is currently in use—deactivate it instead.

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