Category lives on the ticket type, not on each ticket. When you create a ticket, you pick a type; the type’s category decides who can see it, how people talk on it, and whether it can group other tickets.
Quick comparison
If you are unsure, start with Customer. Switch to back-office when the work is a specialist task the customer should not live in. Use tracker only when one incident has many reports.
Customer types
Use a customer type when the person who reported the issue should see progress.
Typical tickets:
- Address or payment method changes
- Refunds and returns
- Claims that need documents
- Onboarding or beta access requests
Behavior:
- The ticket is always shared. You cannot hide a customer ticket from the customer the way you can hide a back-office ticket.
- Title, description, and customer-visible attributes are the customer-facing form.
- Teammates leave public replies and internal notes on the same ticket.
- Link the related conversation so the call or chat stays attached.
Back-office types
Use a back-office type when another team must do work the customer should not treat as their main ticket — finance issuing a refund, fraud reviewing an account, engineering investigating a tool failure.
Behavior:
- Internal by default. Teammates use notes on the ticket; customer-facing talk stays on the customer ticket or conversation.
- Allow sharing is a type-level switch. Turn it off for sensitive types (fraud, legal). Turn it on when a specialist ticket might need to be shown to the customer.
- When sharing is allowed, each ticket still has its own Shared switch. Creating or editing the ticket is when you opt in.
- Sharing a back-office ticket does not change its category. Tracker tickets cannot be shared at all.
Do not put secrets on a back-office type that allows sharing. If a teammate shares the ticket, customer-visible fields go with it.
Tracker types
Use a tracker type for one source of truth that many customer reports hang off — a site outage, a buggy release, a bad product batch.
Behavior:
- Never shared with customers. Linking a customer ticket to a tracker does not notify the customer.
- Only tracker tickets can group other tickets.
- Only customer tickets can join a tracker.
- A ticket cannot be a member of itself.
Open the tracker to see every grouped customer ticket. Work the incident in one place instead of copying the same status onto dozens of refunds.
Changing type later
You can edit a type’s name, description, sharing flag (back-office), AI autofill, attributes, statuses, and disposition set at any time.
Keep these rules in mind:
- Category on existing tickets does not flip when you rethink a type. Create a new type in the other category and use that for new work.
- Archiving a type hides it from create. Tickets that already use it keep the type.
- Cloning copies configuration, including category, attributes, and status attachments. It does not copy live tickets.
Choosing well
Ask three questions:
- Should the customer watch this ticket? → Customer.
- Is this specialist work attached to a customer issue? → Back-office.
- Are many customers reporting the same incident? → Tracker, then group the customer tickets.
You can run all three together. A customer refund ticket, a back-office finance ticket, and a tracker for “payment processor down” can describe the same afternoon of work without mixing their rules. 
