Ticket Fields Reference
Written by Kali Patrick
Updated at July 27th, 2024
A Ticket is a record containing details about a Customer/Contact's need for services.
The table below describes the fields available out of the box (i.e., not Custom Fields) in the BASIC INFO section when you create a new Ticket.
| Field Name | Description |
| Ticket Title | This title shows in emails to the Customer and in the Customer Portal. |
| Issue Type | Add and remove Issue Types in Admin > Tickets - Preferences. |
| Complete Issue Description | This Description shows in emails to the Customer and in the Customer Portal. See also “Using Canned Responses” in Create a Ticket. |
| Don’t Email | If you uncheck this box but the Customer is set up NOT to receive emails, they still won’t receive any emails. |
| Due Date | If you checked the "Enable Due Dates" box in Admin > Tickets - Preferences, the Due Date will automatically populate. |
| Tech |
The Tech field defaults to the person creating the ticket. To prevent automatically assigning the ticket to the creator, you’ll want to check the “Tech Assignment Defaults to Blank When Creating New ticket” box in Admin > Tickets - Preferences.
If you checked the “Automatically Assign Technicians To Unassigned Tickets When They Respond” box in More > Admin > Tickets - Preferences, the Tech field defaults to the first technician who replies to the ticket (if it is unassigned). |
| Contact | Optionally select a Contact for the ticket. If the Contact doesn’t exist yet, click Create New Contact. |
| Additional Emails to Notify for Comments | Add email addresses of other people that should be notified with ticket updates. |
| Assigned Contract | Defaults to the Contract assigned to the Customer, but you can change it. |
| Assigned SLA | Defaults to the Service Level Agreement (SLA) assigned to the Customer, but you can change it. |