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This guide walks you through a working ticket setup. When you finish, your workspace can take a Refund (or any other) ticket from the inbox.

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What you will set up

  1. Confirm the default statuses exist.
  2. Create a Customer ticket type.
  3. Add a couple of form fields.
  4. Make sure the type has statuses attached.
  5. Create a ticket in the Tickets app.
New workspaces receive five system statuses automatically: Submitted, In progress, Waiting on customer, On hold, and Resolved. You do not seed these by hand.

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Prerequisites

You need access to:
  • Settings → Contact Center → Tickets
  • The Tickets app in the main sidebar
If those items are missing, a workspace admin needs to enable the Tickets app and grant ticket permissions.
1

Open ticket statuses

Go to Settings → Contact Center → Tickets → Ticket Statuses.You should see the five system statuses on the All Status tab. Each one has a category, an internal label, and a customer-facing label (for example, Waiting on customer internally and Waiting on you for the customer).
If the list is empty, contact support. Statuses are created when the workspace is created.
2

Create a ticket type

Go to Settings → Contact Center → Tickets → Ticket Types and click New type.Fill in:
  • Name — Refund
  • Category — Customer
  • Description — internal only, for example “Customer refunds after a completed order”
Leave AI autofill off until you are creating tickets from conversations.Click create. Oration attaches the system statuses to the new type, and marks the in-progress status as the default for new tickets of this type.
3

Add form fields

Open the Refund type. Under attributes, add fields teammates must fill when they create or close a ticket. A useful first pair:For a list field, add options such as Damaged, Wrong item, and Changed mind.You can hide fields from customers, require them only when resolving, or show them only when another list value is selected. See Ticket attributes and Conditional attributes.
4

Confirm statuses on the type

Still on the type detail page, open the statuses section. You should see the system statuses. The default status for new tickets is the in-progress attachment.If you later create a custom status such as Waiting on finance, attach it here so it appears in this type’s status picker. Statuses are workspace-wide; types opt in. See Statuses on a type.
5

Create your first ticket

Open Tickets in the sidebar and click create.
  1. Choose the Refund type.
  2. Enter a title, for example Refund for order 8831.
  3. Add a short description.
  4. Set priority (start with medium).
  5. Fill the required attributes.
  6. Submit.
The inbox opens the ticket with number #1 (or the next number in your workspace). The status is the type’s default in-progress status.

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What to do next

Learn the three categories

Customer, back-office, and tracker types behave differently. Pick the right one before you add more types.

Work a ticket

Assign, change status, add notes, and dispose work from the ticket detail view.

Customize statuses

Add custom statuses such as Waiting on finance without changing the five system ones.

Attach a disposition set

Give each type a nested code set so agents record why the ticket closed.