This is a feature in Customer Support that lets you create your own ticket types to categorise and organise your tickets.

This article covers:

• How to add ticket types
• How to merge/delete ticket types
• How to change a ticket type

How to add ticket types

You can add ticket types into Upsales to categorise your support tickets.

1. You'll need Administrator access
2. Click Settings → Customer Support → Ticket fields
   
   
   
   
3. Click Add:
   
   
   
   
4. Enter a name for the ticket type, and select if it should be the default whenever a new ticket is created:
   
   
   
   
5. Click Save:
   
   

How to merge/delete ticket types

You can't delete ticket types, but you can merge two types into one.

1. You'll need Administrator access
2. Click Settings → Customer Support → Ticket fields
   
   
   
   
3. Click Merge ticket types:
   
   
   
   
4. Click the dropdowns to select ticket types to merge:
   
   
   
   
5. Enter a new ticket type name and click Merge ticket types:
   
   

How to change a ticket type

1. You'll need a Customer Support licence
2. Click the Customer Support tab:
   
   
   
   
3. Click the ticket you want to change
4. Click the dropdown under Type and select the new ticket type:
   
   
   
5. You can also edit the ticket title by clicking the edit icon: