Ticket Types
Ticket types categorise the work being done and drive the workflow available. The platform ships with default types that align with ITIL:
| Type | Kind | Prefix | Auto-creates Project? |
|---|---|---|---|
| Incident | INCIDENT | INC | No |
| Service Request | REQUEST | REQ | No |
| Change Request | CHANGE | CHG | No |
| Project | PROJECT | PRJ | Yes (optional) |
| Task | TASK | TSK | No |
Each organisation can create additional types via Admin → Helpdesk → Ticket Types.
Creating a Custom Ticket Type
- Go to Admin → Helpdesk → Ticket Types.
- Click + New Type.
- Set:
- Name — displayed in dropdowns and ticket headers.
- Kind — the ITIL family (INCIDENT, PROBLEM, PROJECT, REQUEST, CHANGE, TASK).
- Prefix — override the default prefix (e.g. "CHG" for Change).
- Colour — hex code for the chip colour in ticket lists.
- Icon — a single emoji shown next to the type label.
- Default Billable — whether new tickets of this type default to billable.
- Auto-Create Project — when true and Kind is PROJECT, saving a new ticket without a linked project automatically creates one and links it back.
- Is Default — makes this the fallback type for unclassified incoming email tickets.
- Define Statuses for this type (see below).
- Click Save.
Ticket Statuses
Each ticket type has its own list of statuses. This allows Incidents to have "Awaiting Vendor" while Changes have "Pending CAB Approval".
Default Statuses (Incident)
- Open (default, initial)
- In Progress
- Awaiting Customer (pauses SLA)
- Escalated
- Resolved (marks SLA as met)
- Closed (terminal)
Adding a Status to a Type
- Open the ticket type.
- Under Statuses, click + Add Status.
- Set:
- Name — e.g. "Pending CAB Approval".
- Slug — URL-safe key (auto-generated from name).
- Colour — visual indicator in the UI.
- Is Default — the starting status for new tickets of this type.
- Is Resolved — pauses the SLA clock (customer-hold states).
- Is Closed — terminal state; sets
resolvedAtand stops the SLA clock permanently.
- Set the Sort Order to control the order in status dropdowns.
- Save.
Legacy Status Mapping
The legacy status field (OPEN, IN_PROGRESS, RESOLVED, CLOSED) is kept in sync with the active per-type status automatically. Rules and reports that were written against the legacy field continue to work.