Tickets at a glance
What a ticket is: its type, its key, the fields it carries, and the two ways to look at a queue.
A ticket is one piece of work your team does for someone: a fault to fix, a request to fulfil, a change to make. Every ticket belongs to a project, has a type, and moves through the statuses of its workflow until it is resolved. This page explains the parts a ticket is made of, so the rest of the Tickets guide reads easily.
Ticket types (trackers)
The type of a ticket is its tracker. A new workspace starts with five, one for each kind of service work:
- Support Ticket — a general question or problem from a requester.
- Incident — something is broken or degraded. Incidents can be declared major incidents and linked to known errors.
- Service Request — a request for something standard, often chosen from the service catalog, sometimes with an approval step.
- Change Request — a planned change, classified Standard, Normal or Emergency and approved before it ships.
- Problem — the underlying cause behind one or more incidents, with a root cause analysis.
Admins can rename these and add their own (a "Security incident" or "Access request", say) in Administration → Trackers & priorities. A custom tracker is linked to one of the five ticket types, and behaves like that type: a custom incident tracker gets the incident sections, and so on. A tracker can also follow its own workflow.
Ticket keys
Every ticket gets a key made of its project's key and a number, such as SUP-42. Keys are what you type to link one ticket to another, what email subjects carry ("[SUP-42]"), and what the search box on the Tickets list matches besides the title.
The fields on a ticket
- Title and Description — what the ticket is about.
- Status — where it is in its workflow. Statuses come from the project's workflow for that tracker; see Working a ticket.
- Priority — how soon it matters. Your workspace names its own priorities. On incidents, problems and changes, priority can be worked out from Impact and Urgency (see Impact × Urgency); it then shows as Auto.
- Assignee — the member who owns the work. Leave it empty and assignment rules can pick someone.
- Requester — who the ticket is for. Your workspace may call them customers, employees or something else, and the field takes that name. See Requesters.
- Category — Category → Sub-category → Item, once an admin has built the tree (Categories).
- Channel — how it came in: Email, Portal, Chat, Phone, API or Internal.
- Due date, Labels and Watchers.
- SLA clocks — first-response and resolution targets taken from the SLA policy for the ticket's priority. Available on plans that include SLA Management.
- Custom fields — any extra fields your admins added, shown to the trackers, projects and roles they were set up for (Custom fields).
Some types carry more: a problem has its root cause analysis, a change its classification and planned window, a service request its approval, and an incident can be declared a major incident.
Two ways to see a queue
- Tickets in the sidebar is the list: every ticket you can see, across projects, with views, filters, sorting, saved filters and bulk changes. See Finding tickets.
- Board shows one project at a time as columns, one per status. Drag a card to another column to change its status; the same workflow rules apply as on the ticket itself. See Workflows for where the columns come from.
Clicking a ticket in either place opens it over the list; use the expand button to open it as a full page.
Where tickets come from
Members raise tickets with New ticket (Raising a ticket). Tickets also arrive by email, from Slack and Teams, from the chat widget on your website, from the customer portal, through the API, on a schedule, and from an import. Whatever the channel, they all land in the same list.