Ticket Setup
The vocabulary of your desk: categories, priorities, statuses, labels and the custom fields your business needs.
What is it?
The screen where you define the options staff and customers choose from — ticket categories, priority levels, statuses, colour labels, and custom fields such as order number, serial number or contract reference.
Why does it exist?
Generic helpdesks force your business into their vocabulary. Reporting is only as good as the categories behind it: if everything is "General enquiry", no report will ever tell you anything useful.
How does it work?
1
Define categories that match what customers actually contact you about.
2
Set priorities and decide which ones start an escalation clock.
3
Create statuses that describe your real workflow, including who each one is waiting on.
4
Add custom fields and mark them required where the information is essential.
5
Create colour labels for cross-cutting concerns such as VIP or Refund pending.
WHO USES IT
Administrator
WHAT MANAGEMENT ACHIEVES
Reports become meaningful because tickets were classified properly at the point of creation.
In practice
An e-commerce desk adds a required Order Number field to the Returns category — no return ticket can be created without it, and agents stop asking for it in the first reply.
See this screen in the real software:
Open the live demo →