Ticket Types allow for you to further identify and group your tickets into different themes. A common use for ticket types will be to identify your tickets in the context of ITIL processes, such as types of Incident, Service Request and Change.
In this article:
How to use a Ticket Type
To set a ticket type on a ticket:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, navigate to Tickets and select a ticket.
Select the Properties dropdown to find Type.
Select the Type for the ticket.Â
How to view Ticket Types settings
To access and manage Ticket Type settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Ticket Types.
New Type Add a new ticket type.
Sort Drag and drop values to change their order or drop onto another value to nest.
Actions Available actions like Edit, Archive, or Un-Archive.
Value Select a value to edit.
How to add a new ticket type
To add a new ticket type:
In Settings > Ticket Types, select + New Ticket Type to open the Add New Ticket Type form.
Enter a new type Name. Optionally, check Default to make this type the default value for new tickets.
Select Save to add the type.
How to edit a ticket type
To edit an existing ticket type:
In Settings > Ticket Types, select a name to open the edit form.
Update the type Name. Optionally, check Default to make this status the default value for new tickets.
Select Update to save your changes.
How to archive a ticket type
To archive an existing ticket type:
In Settings > Ticket Types, find the type to archive then select … > Archive.
Select Archive to confirm.
The archived type will now show (Archived) next to its name.
How to un-archive a ticket type
To un-archive an archived ticket type:
In Settings > Ticket Types, find the type to un-archive then select … > Un-Archive.
Select Un-Archive to confirm.
The un-archived type will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Ticket Type, Status, Priority, Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a ticket type:
In Settings > Ticket Types, find the value to sort, then click and drag by its handle on the left.
Drag the type to a new position in the list.
Release the type to save its new position and keep dragging and dropping to sort the list.
To nest a ticket type:
In Settings > Ticket Types, find the value to nest underneath another type, then click and drag by its handle on the left.
Drag the type and drop it onto another type to nest it.
Release the type to finish nesting it and save the change. Feel free to drag a nested type onto another parent or any other position in the list to sort.
