Ticket types help you to categorize your conversations and collect information from customers when tickets are created. See the video below for an example of a ticket created in Slack.
Ticket types can each have their own unique properties, which can be entered manually or automatically detected by Unthread AI. To configure ticket types, navigate to the “Settings” menu in the left sidebar, then select “Settings” under your desired project. Note that ticket types are configured on a per-project basis.”
Property types include:
Additional options include:
By default, Ticket Types are not shown to customers, but you can enable a custom form for users to fill out when creating a new ticket.
A ticket type will be detected automatically using Unthread AI. The customer can choose to confirm or change the ticket type before continuing.
After confirming, additional ticket properties will be collected if any are specified. See the section below on the different types of properties that can be requested.
Once the required fields are provided, the ticket is created, assigned, and a preview of the ticket is shown in the thread.
Simplify ticket submission by enabling the pop-up form in Slack and the Unthread web dashboard. Capture all essential details upfront to resolve issues quickly.
Enabling the Ticket Type pop-up form in Slack
From the “Analytics” tab of your dashboard, you can view a report of tickets broken down by ticket type. This means you’ll be able to analyze:
As a platform admin, you can set up your ticket types by navigating to “Settings” > Under the corresponding project click on “Ticket Types” from your Unthread dashboard.