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A ticket type is a named use case — Refund, Address change, Fraud review, Production outage — not a channel. Every ticket must pick a type. That choice loads the form, the status picker, sharing rules, and the disposition codes agents can apply. Configure types at Settings → Contact Center → Tickets → Ticket Types.

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What a type owns

Category is the behavior family of the type. Do not treat it as a label you can casually rename later. Tickets already created keep the category they were born with.

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Create a type

1

Open Ticket Types

Go to Settings → Contact Center → Tickets → Ticket Types and click New type.
2

Name it for the work, not the channel

Use Refund or Address change, not Email or Phone. Channel is stored on the ticket as source (manual, voice, api, and others).
3

Pick a category

  • Customer — always shared; use for work the customer should follow.
  • Back-office — internal by default; optionally allow sharing.
  • Tracker — never shared; use for one incident that many customer tickets join.
See Ticket categories for examples.
4

Optional: allow sharing or AI autofill

On back-office types, turn on Allow sharing only if a teammate should be able to share an individual ticket with the customer. Fraud and similar types should leave this off.AI autofill fills title and description from conversation context when you create a ticket from a conversation.
New types receive the workspace system statuses automatically. The in-progress system status is the default create status.

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Type list

The types page has two tabs:
  • All Types — types available when creating tickets
  • Archive — types hidden from create, still present on existing tickets
Each active row opens the type detail page and has a menu to Clone type or Archive type. Archived types can be unarchived from the Archive tab.

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Type detail

Open a type to configure:

Attributes

Build the form teammates and customers fill.

Conditional attributes

Show or limit a field when a list value is selected.

Statuses

Attach workspace statuses and set the default.

Clone and archive

Duplicate a type’s configuration, or hide it from new tickets.

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Recommended starter types

Create a few types that match how your teams actually hand work around. You can clone a type when a new use case is almost the same as an existing one.