Sign In

Item Types

OneDesk allows you to have unique ticket and task types. You can select a name, color, and icon for each type to visually distinguish them from one another. Each type has its own creation email, meaning when you auto-route to ‘ticket type 2’ it will create a new ‘ticket type 2.’ Each type can also have their own set of lifecycle statuses. Additionally, types of tickets and tasks can have their own individual workflow automations, allowing you to take actions specifically based on their type. We recommend enabling multiple types when you have very different workflows for your services/issues.

How to enable item types

To enable a new ticket or task type, go to More Applications > Administration > Tickets/Tasks > toggle on Show Hidden Types > toggle on a type to 'Visible.' 

Configure the name and icon by hovering over the appropriate column and selecting the 'pencil' icon. 

Why use multiple item types? 

It is generally recommended to only use multiple types if you have very different workflows, as enabling multiple types can make your workflow more complex. The benefit however is the ability to set unique statuses on each type, as well as entirely different workflow automations. 

Use Case - Multiple Departments

If you manage two or more departments working in OneDesk, using multiple types is a good use case. Enabling multiple types will enable the departments to route or assign tickets to the right projects or teams automatically. It also enables the lifecycle statuses to be managed and configured separately. 

Example: below I have enabled two ticket types, one called 'billing issue' and another called 'support issue.'

Perhaps 'billing issues' are managed by my Finance team and the 'support issues' are handled by the IT team. A good setup would be to set up my financial team's support inbox to the 'billing issues creation email' and my IT inbox to the 'support issue creation email.' This will create the appropriate ticket types whenever my customers email those respective inboxes. 

With this configured, I can also set-up separate automations for these ticket types. For instance, I can route my incoming 'support issues' into the IT support project and/or assign these tickets to the IT team.

This automation runs only on the 'support issue' type then routes and assigns the ticket to the IT department upon creation. 

Ticket Types vs. Forms? 

Ticket types are used to designate tickets that go through very different flows. The benefit being that you can define distinct statuses, workflow automations, and forms for each type. For example, you might have a ticket type for ‘issues’ and another for ‘service requests.’ Issues will have a different set of lifecycle statuses and maybe be auto-assigned to a different team than service requests.  

Forms are not the same as ticket types, but are related. Forms are used to create a ticket of a certain type. Internal (user-facing) forms are accessed from the top ‘Add’ button when in the OneDesk web app. Each ticket type (or task type) has its own form. When you select an ‘issue’ you are using the ‘issue’ type ticket form. You can configure each ticket form separately. 

Webforms (or customer facing forms) are also used to create tickets. When a customer submits an ‘issue’ form they are submitting an issue type ticket. 

Learn more: 

Internal (user-facing) forms

Webforms (request forms)

Related Articles: