Overview

Before you can create tickets from the Inbox, you need to set up the ticket types your team will use. A ticket type defines the category (Customer, Back-office, or Tracker), the data fields to capture, the available statuses, and the access rules.

Ticket types can be configured from Settings → Support → Ticketing.

Create a new ticket type

Go to Settings → Support → Ticketing and click ‘Add ticket type’ in the top right corner.

1. Choose the ticket category

In the General section, select the ticket category:

• Customer tickets - When your team needs more time to work on issues, use Customer tickets to capture, track and automatically share progress with the customer.

• Back-office tickets - When a Support rep needs to collaborate with back-office teams to resolve an issue, create a linked Back-office ticket from a conversation for seamless collaboration.

• Tracker tickets - Streamline problems impacting many customers, such as bugs, service interruptions, and feature requests.

The category determines visibility, communication rules, and which configuration sections are available. For a detailed comparison, see when to use Customer, Back-office, and Tracker tickets →

2. Set the icon, name, and description

• Icon - Choose a custom icon for your ticket type using the icon picker

• Name - Give your ticket type a meaningful name. For Customer tickets, this name is visible to customers when they submit tickets

• Description - Add an internal description to help your team know when to use this ticket type. The description is never shared with customers

3. Configure access control (Customer tickets only)

The Access Control section is only available for Customer ticket types. Back-office and Tracker tickets have fixed visibility rules (Back-office tickets are always internal, Tracker tickets are always scoped to the author's company).

For Customer tickets, you can configure two levels of visibility:

Board visibility controls who can see and submit tickets to this board:

• Public - Anyone who has access to your workspace can submit this type of ticket

• Segmented access - Only users in specific segments can see and submit tickets

Ticket visibility controls who can see the individual tickets after they are submitted:

• Private between author (default) - Only the ticket author and your team can see the ticket

• Private between company - Only the user, their company, and your team can see the ticket

• Public (only available for Segmented boards) - Anyone in the segment can see tickets submitted to this board

4. Add custom fields

Custom fields let you capture additional structured information when tickets are created.

Click the Custom Fields section to manage fields for this ticket type. You can:

• Use existing - Attach a custom field that already exists in your workspace

• Create new - Create a new custom field from scratch

5. Customize title & description placeholders

All ticket types come with two default fields: title and description.

Both are always visible to customers and teammates, and the title is always required when creating a ticket.

Under the Customization tab, you can set custom placeholder text for these fields to guide your team and customers on what information to include. If you don't set a custom placeholder, a generic default is shown (e.g. Title of your ticket).

6. Configure statuses

The Statuses section lets you control which statuses are available for this specific ticket type. All ticket types share the same global status pool, but you can enable or disable individual statuses per ticket type.

Statuses are organized into 4 categories:

• Under Review - Tickets that are being reviewed before any action is taken

• Active - Tickets that are actively being worked on

• Waiting on customer - Tickets awaiting a response or action from the customer

• Done - Tickets that have been resolved

You can:

• Enable/Disable existing statuses for this ticket type individually.

• Create new statuses within any category directly from the modal

• Edit status name and color

• Delete statuses (except default ones). All tickets using a deleted status will be moved to "In Review"

You can manage the global statuses across your workspace from Settings → Support → Ticketing → Ticket states page.

Edit or delete an existing ticket type

To modify a ticket type's settings or delete it:

1. Go to Settings → Support → Ticketing

2. Find the ticket type under its category (Customer, Back-office, or Tracker)

3. Hover over it and click the settings icon on the right

From here, you can update any of the 5 configuration sections described above.

To delete this ticket type, click ‘Delete’ at the bottom left of the modal.

FAQs