Ticket Types & Custom Fields

Ticket types separate work such as bugs, feature requests, and billing questions. Each type can define its own fields.

What ticket types do

A ticket type is a label plus a set of fields. Choosing a type when creating a ticket determines which extra fields appear and helps with routing, filtering, and reporting. Typical types: Bug, Feature Request, Question, Incident.

Creating a ticket type

Go to Settings → Ticket Types and click New. Give it a name and (optionally) a description and icon. Ticket types can be defined per project, so each project exposes only the types that make sense for it, a marketing project and an engineering project don't have to share the same list.

Custom fields

Within a ticket type you can define custom fields: the structured data you want captured every time. Each field has a type, for example:

• Text: short free text (e.g. affected URL)
• Number: quantities, version numbers
• Select / dropdown: a fixed list of options (e.g. Browser: Chrome / Firefox / Safari)
• Date: a relevant date
• Checkbox: a yes/no flag

Mark a field required if a ticket of that type shouldn't be created without it. Custom field values show on the ticket, and you can filter and report on them.

Defaults

Each project has a default ticket type used when no type is chosen (and during import when a row's type is blank or unmatched). Set it so nothing falls through the cracks.

Related

• Custom statuses and the columns tickets move through are configured in workflow statuses.
• Type and field values are mappable targets when you import or export tickets.