Ticket types are the categories customers and agents assign to a ticket. Every workspace starts with three defaults, and an admin or owner can add, rename, recolor, and reorder them from Settings.
Open the Types tab
- Open Settings (the gear icon) → Tickets → Types. This tab needs admin or owner access — a plain agent won’t see it; their Tickets settings show only Templates.
- Every workspace starts with three default types: Technical Issue, Setup, and Account. Customers and agents can assign these from day one, with no setup required.
Add a type
- Type its name into the “New type name” field at the top of the tab.
- Click Add, or press Enter.
Rename a type
- Click the type’s name (shown as a colored chip) — it becomes an editable text field.
- Type the new name, then press Enter or click elsewhere to save. Press Escape to cancel without saving.
Recolor a type
- Click the colored swatch on the left of the type’s row.
- A palette of preset colors opens — click one to apply it, or use the custom color picker at the end of the palette to set any other color.
Reorder types
Use the ↑ and ↓ arrows on the left of each row. This is the same order agents see in every Type menu across the console, so the row at the top of this list is always first everywhere else.
Delete a type
- Click Delete on the type’s row. Each row also shows how many tickets currently use it.
- If any tickets use it, a confirmation panel opens with a “Reassign its N tickets to” dropdown — pick another type, or leave it at “No type.”
- Click Delete type to confirm, or Cancel to back out without deleting anything.
Good to know
- Deleting a type is permanent — there’s no archive option in the console, only delete.
- Renaming or recoloring a type never changes which tickets have it.
- Routing rules (Settings → Agents → Routing) that auto-assign new tickets by type are tied to these same types — deleting a type also removes any routing rule built on it.