Custom Ticket Types
It would be very helpful to have custom ticket Types. This would allow for creating different kinds of tickets and, importantly, applying different ticket automation rules.
Example... "normal" type tickets (problem, incident, etc) can generate emails sent to customers. But a custom Type (Sales) can be configured to NOT generate a notification email, and auto-set Status to a fitting custom status (Sales - Requested, Sales - Ordered, etc).
Currently, I am doing the same thing by using custom Product Family options, but those fields are not available in the mobile app, which we do use regularly.
Ryan Allison
shared this idea
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Richard Gericke
commented
We categorize our ticket types beyond incident, service request, problem, and change. We also have Project & Maintenance as types and being able to add custom types is critical if we were to move to Atera as our ticketing system.