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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.

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Ryan Allison shared this idea  ·   ·  Report…  ·  Admin →
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  • AdminDima Lukyanenko (Admin, Atera) commented  ·   ·  Report

    Hi everyone, great idea, and thanks for the concrete “Sales” example!
    Today, while the platform still has the classic four ticket Types, you can achieve your “custom types” outcomes (e.g., Sales, Projects) using Technician Groups + Flexible SLAs and (optional) custom statuses - with clean reporting and no break-fix SLA inflation.

    What this delivers:

    - Cleanly separate lanes (e.g., Break-Fix vs Projects/Sales) without new system Types.
    - Project/Sales work won’t distort Break-Fix SLA metrics.
    - Enables different automation behavior (e.g., no customer emails for Sales; custom status path).

    Prerequisites:
    - Flexible SLAs must be enabled on your tenant.
    - If you still see the "legacy” SLA UI, more information on what has changed can be found here: https://support.atera.com/hc/en-us/articles/215286388-Manage-Service-Level-Agreement-SLA-policies
    - To switch: contact Atera Support or your CSM and request Flexible SLAs to be enabled.

    How to set it up after the Flex SLAs are in place (5 quick steps):

    1) Technician Groups
    - Keep Tier 1/2/3 for Break-Fix.
    - Add a dedicated Projects (or Sales) group. (Same engineers can belong to multiple groups.)

    2) SLA Policies:
    - Break-Fix SLA = your standard targets.
    - Project/Sales SLA = longer/milestone-friendly targets.

    3) (Optional) Custom Statuses:
    Examples: Sales – Requested → Sales – Ordered → Sales – Delivered/Closed (or a project flow like Discovery → In Progress → Review → Closed).

    4) Ticket Automations (the router):
    - Properties: use a custom field (e.g., Work Type = Sales/Project), a portal category, or a ticket template.
    - Actions: assign to Projects/Sales group, apply Project/Sales SLA, set starting status.

    5) For your Sales example: exclude these tickets from any “notify customer” automations so no external email is sent by default.

    6) Reporting:
    - Filter by Technician Group = Projects/Sales and/or SLA Policy = Project/Sales to isolate workload and KPIs.
    - Break-Fix SLA reports remain clean since different SLA + separate group are used.

    Why this matches your request:
    - Different automation rules per “kind of ticket” (via routing conditions).
    - Distinct status flows and SLA expectations for Sales/Project vs Break-Fix.
    - Uses indicators that are consistent across clients (group/SLA/status), avoiding reliance on fields that aren’t available in the mobile app.

    Current limitation:
    - Atera still supports four Types; the above pattern delivers the outcome today without adding new Types using two new delivered features.

    I hope this helps you and the group.

    ++
    Dima L
    Technical Product Marketing Manager
    Atera

    (Edited by admin)
  • Richard Gericke commented  ·   ·  Report

    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.

  • Sassa Bodensjö commented  ·   ·  Report

    It is quite limited to only have 4 "types" to choose from.

    Incident
    Problem
    Request
    Change

    Sometimes we get tickets that are neither and would like to add our own custom types to help better categorize the tickets that come in.