Tickets reference
The factual list of fields, statuses, and settings of the Tickets module. For step-by-step actions, see Creating and handling tickets and Configuring tickets.
Ticket fields
Section titled “Ticket fields”| Field | Required | Description |
|---|---|---|
| Subject | yes | A short statement of the request |
| Description | no | Details |
| Category | no | A category from the directory; may define custom fields |
| Type | no | See the “Types” table |
| Priority | no | See the “Priorities” table |
| Requester | no | An employee from the directory or the “Other” option |
| Assignee | no | The user handling the ticket |
| Assets | no | One or more linked assets |
| Due Date | no | The deadline |
| Source | no | See the “Sources” table |
You can attach files to a ticket on the Attachments tab — see Files and photos.
Statuses
Section titled “Statuses”The status set is configurable; the defaults are below.
| Status | Code |
|---|---|
| New | new |
| In Progress | in_progress |
| On Hold | on_hold |
| Resolved | resolved |
| Closed | closed |
| Cancelled | cancelled |
Incident · Service Request · Question · Problem.
Priorities
Section titled “Priorities”Low · Medium · High · Critical.
Sources
Section titled “Sources”Web · Email · Phone · API.
List views
Section titled “List views”| View | Contents |
|---|---|
| All | All tickets |
| Mine | Assigned to the current user |
| Unassigned | Without an assignee |
| Overdue | Past the due date |
| Closed | In the “Closed” status |
| Parameter | Description |
|---|---|
| First Response | The time to first response |
| Resolution | The time to resolution |
| Status badge | Time remaining, a warning, or “SLA Breached” |
The targets are set per priority and counted by the company’s business hours.
Settings tabs
Section titled “Settings tabs”The Settings → Ticket Settings section: Categories · Routing · Statuses · Status reasons · Priorities · Types · SLA. Auto-assignment is configured on the Routing tab — a rule matches tickets by type, priority, and category and assigns them to a group or user (see Configuring tickets).
Analytics metrics
Section titled “Analytics metrics”The Ticket Analytics page: Total Tickets · SLA Compliance · MTTR · Avg First Response. Plus breakdowns by status and priority and a trend over time.
Access permissions
Section titled “Access permissions”Ticket permissions follow the tickets.* pattern: view, create, edit, delete, assign, analytics, and settings. They are assigned through the user’s role.