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'Add custom "Types" to use for tickets' has been merged into this idea

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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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  • 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.