In the General section, select the ticket category:

• Customer tickets - When your team needs more time to work on issues, use Customer tickets to capture, track and automatically share progress with the customer.

• Back-office tickets - When a Support rep needs to collaborate with back-office teams to resolve an issue, create a linked Back-office ticket from a conversation for seamless collaboration.

• Tracker tickets - Streamline problems impacting many customers, such as bugs, service interruptions, and feature requests.

The category determines visibility, communication rules, and which configuration sections are available. For a detailed comparison, see when to use Customer, Back-office, and Tracker tickets →

• Icon - Choose a custom icon for your ticket type using the icon picker

• Name - Give your ticket type a meaningful name. For Customer tickets, this name is visible to customers when they submit tickets

• Description - Add an internal description to help your team know when to use this ticket type. The description is never shared with customers

The Access Control section is only available for Customer ticket types. Back-office and Tracker tickets have fixed visibility rules (Back-office tickets are always internal, Tracker tickets are always scoped to the author's company).

For Customer tickets, you can configure two levels of visibility:

General visibility controls the board customer group who can see and submit this ticket type:

• Public - Anyone who has access to your workspace can submit this type of ticket

• Segmented access - Only users in specific segments can see and submit tickets

Ticket visibility controls who can see the individual tickets after they are submitted:

• Private between author (default) - Only the ticket author and your team can see the ticket

• Private between company - Only the user, their company, and your team can see the ticket

Custom fields let you capture additional structured information when tickets are created.

Click the Custom Fields section to manage fields for this ticket type. You can:

• Use existing - Attach a custom field that already exists in your workspace

• Create new - Create a new custom field from scratch

How custom fields appear to customers

When customers submit a ticket, the field type you choose determines how the input appears to them. Choosing the right type makes it easier for customers to give you the information you need.

Here is how each field type appears to customers:

• Text - A text entry field that supports multiple lines

• Number - A field that only accepts numeric input

• Select - When <6 options: clickable buttons displayed inline. When >6 options: a searchable dropdown menu

• Multi-select - Same as Select, but customers can choose multiple options

• Checkbox - A single checkbox with the field label next to it

• Date - A button that opens a date picker with calendar and quick-select options

• File upload - A drag-and-drop area where customers can upload files (supports multiple files if enabled)

Each field also displays an (Optional) badge in the top right if it is not required.

Tip: Use Select instead of Text for predefined options - it reduces errors and makes it faster for customers to submit tickets.

All ticket types come with two default fields: title and description.

Both are always visible to customers and teammates, and the title is always required when creating a ticket.

Under the Customization tab, you can set custom placeholder text for these fields to guide your team and customers on what information to include. If you don't set a custom placeholder, a generic default is shown (e.g. Title of your ticket).

How the ticket title & description appear to customers

Here is how the default title and description appear to customers:

Here is how a customized title and description appear to customers:

The Statuses section lets you control which statuses are available for this specific ticket type. All ticket types share the same global status pool, but you can enable or disable individual statuses per ticket type.

Statuses are organized into 4 categories:

• Under Review - Tickets that are being reviewed before any action is taken

• Active - Tickets that are actively being worked on

• Waiting on customer - Tickets awaiting a response or action from the customer

• Done - Tickets that have been resolved

You can:

• Enable/Disable existing statuses for this ticket type individually.

• Create new statuses within any category directly from the modal

• Edit status name and color

• Delete statuses (except default ones). All tickets using a deleted status will be moved to "In Review"

You can manage the global statuses across your workspace from Settings → Support → Ticketing → Ticket states page.