> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket types

> A ticket type is the business schema for a kind of work: its category, form, statuses, and disposition set.

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**.

## What a type owns

| Setting             | What it controls                                                  |
| ------------------- | ----------------------------------------------------------------- |
| **Name**            | Label teammates (and, on shared tickets, customers) see           |
| **Slug**            | Stable key used internally and in APIs                            |
| **Category**        | Customer, back-office, or tracker behavior                        |
| **Description**     | Internal explanation in settings; not shown to customers          |
| **Sharing**         | Back-office only: whether tickets of this type may be shared      |
| **AI autofill**     | Fill title and description from conversation context when enabled |
| **Attributes**      | Custom form fields                                                |
| **Statuses**        | Which workspace statuses appear on tickets of this type           |
| **Disposition set** | Nested codes agents pick when disposing the ticket                |

<Warning>
  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.
</Warning>

## Create a type

<Steps>
  <Step title="Open Ticket Types">
    Go to **Settings → Contact Center → Tickets → Ticket Types** and click **New type**.
  </Step>

  <Step title="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).
  </Step>

  <Step title="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](/guides/tickets/types/categories) for examples.
  </Step>

  <Step title="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.
  </Step>
</Steps>

New types receive the workspace **system statuses** automatically. The in-progress system status is the default create status.

## 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.

## Type detail

Open a type to configure:

<CardGroup cols={2}>
  <Card title="Attributes" icon="input-text" href="/guides/tickets/types/attributes">
    Build the form teammates and customers fill.
  </Card>

  <Card title="Conditional attributes" icon="code-branch" href="/guides/tickets/types/conditional-attributes">
    Show or limit a field when a list value is selected.
  </Card>

  <Card title="Statuses" icon="flag" href="/guides/tickets/types/statuses">
    Attach workspace statuses and set the default.
  </Card>

  <Card title="Clone and archive" icon="copy" href="/guides/tickets/types/clone-and-archive">
    Duplicate a type’s configuration, or hide it from new tickets.
  </Card>
</CardGroup>

## Recommended starter types

| Type                | Category                      | Why                                                              |
| ------------------- | ----------------------------- | ---------------------------------------------------------------- |
| Refund              | Customer                      | Customer needs status updates; form captures order ID and reason |
| Address change      | Customer                      | Same pattern: structured fields, waiting on customer             |
| Fraud review        | Back-office, sharing off      | Sensitive; never show the form to the customer                   |
| Finance task        | Back-office, sharing optional | Internal work that can sometimes be shared                       |
| Production incident | Tracker                       | One ticket many customer reports can join                        |

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.