✔  Available on all subscriptions

What
Ticket types provide a way to categorize tickets based on the topics customers contact you about.
Why
  • Organize your tickets so you can triage and assign them to the right people.
  • Gain insight into customers' queries by reporting on tickets by ticket type.
Who
  • Site admins (can create and manage ticket types)
  • Agents (can apply ticket types to tickets)
When
As a customer care manager, you need to group tickets by topic in order to delegate work to the appropriate team members.

As a product manager, you want insight into customers' feedback relating to your product.
What
Ticket types provide a way to categorize tickets based on the topics customers contact you about.
Why
  • Organize your tickets so you can triage and assign them to the right people.
  • Gain insight into customers' queries by reporting on tickets by ticket type.
Who
  • Site admins (can create and manage ticket types)
  • Agents (can apply ticket types to tickets)
When
As a customer care manager, you need to group tickets by topic in order to delegate work to the appropriate team members.

As a product manager, you want insight into customers' feedback relating to your product.

Before you start

The following ticket types are created by Teamwork Desk:
  • Problem
  • Question (default)
  • Request
  • Unspecified

Create a type

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Types from the left navigation menu.
  4. Click Add ticket type.

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  5. Type the new type's name in the text field.
  6. Choose inboxes to have access to the type:
    1. All inboxes: Click the toggle beside the search field to select all inboxes.
    2. Individual inboxes: Click the toggle beside each relevant inbox you want to share the type with.

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  7. Next:
    1. Stop there: Click Confirm.
    2. Keep going: Apply additional settings (listed below) before clicking Confirm.
      1. Set as default ticket type - make this the default ticket type applied each time a ticket is created in an inbox with access to it.
      2. Enable ticket type for all future inboxes - automatically share this ticket type with any future inboxes created.

The new type is added to the list of existing ticket types.

Assign a type to a ticket

  1. Select Tickets from Teamwork Desk's main navigation menu.
  2. Choose an inbox section from the left navigation panel.
  3. Click a ticket subject to open that individual ticket thread.
  4. From the Ticket Options panel on the right-hand side of the ticket thread, click the Type field.
  5. Choose a type from the dropdown.

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  6. Click Update.

💡 You can do more with ticket types — allow customers to view and edit the type assigned to their tickets in the Customer Portal.


View types

Ticket types can be viewed from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Types from the left navigation menu.

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Ticket types are displayed in a table showing the following details for each type:
 
Type name
The type's label
Created
The type's creation date
Inboxes
The number of inboxes the type is shared with - hover over the count to view the inboxes' names.
Last modified by
Name and profile image of the agent who last updated the type
Type name
The type's label
Created
The type's creation date
Inboxes
The number of inboxes the type is shared with - hover over the count to view the inboxes' names.
Last modified by
Name and profile image of the agent who last updated the type

💡 Use filters to refine the list of types based on associated inboxes.


Edit a type

Ticket types are managed from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Types from the left navigation menu.
  4. Hover over the relevant type.
  5. Select the pencil icon.

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  6. Update the ticket type's text label.
  7. Next:
    1. Stop there: Click Confirm to save your changes.
    2. Keep going: Apply additional settings (listed below) before clicking Confirm.
      1. Set as default ticket type - if it's not already the default, make this the default ticket type applied each time a ticket is created in an inbox with access to it.
      2. Enable ticket type for all future inboxes - manage whether this ticket type is automatically shared with any future inboxes created.
      3. Inboxes - manage which existing inboxes have access to the ticket type.

Delete a type

Ticket types can be deleted from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Types from the left navigation menu.
  4. Hover over the relevant type.
  5. Select the trash can.

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  6. Click Delete in the confirmation window.

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The ticket type is deleted and any tickets using the type are set to the current default ticket type.

Reorder types

Reorder ticket types from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Types from the left navigation menu.
  4. Click and hold the icon to the left of a type's name, then drag the type to a new position in the list.
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📝 The display order in the type settings also applies to other areas of Teamwork Desk where types are listed, such as Individual ticket and filters.


Best practices

  • Meaningful types: Use ticket types to map your company's internal customer contact categorization.
  • Keep it simple: Stick to key types that make sense for your customers and the kinds of contacts your team handles.