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Ticket Types

What are Ticket Types?

Think back when NetHelpDesk and technology existed, and your team used pieces of paper to have forms to complete, based on what type of Ticket was being recorded.

Each form would capture information specifically tailored to the type of Ticket, so a support Ticket would maybe include the piece of equipment affected, or a complaints Ticket could capture the person complaining’s availability, or a sales enquiry would capture when an item needs to be implemented by, and so on.

What does NetHelpDesk offer?

NetHelpDesk gives you “Ticket Types”, and each one represents that paper “form”, and you can tailor what is captured in each one. There is no limit to the number of Ticket Types that can be specified, and controls available to make certain forms available only to Technicians internally, and not end-users via the web portal, or if they are available, what fields appear within that form to the end-user.

Each Ticket Type comes with the ability to be called whatever you like, and have a set of pre-defined defaults for that type of Ticket.

These can then be specified in features such as Auto Tickets. We offer an introduction to the ITIL framework within NetHelpDesk, the standard setup required for an IT service desk. These are only suggestions, and NetHelpDesk will use whatever you specify. All pre-existing Ticket types can be edited and new ones added and deleted, as necessary.

ITIL and Ticket Types

We go one step further with ITIL as well, where you can specify multiple Ticket types as one ITIL Ticket type, and still be ITIL compliant. So a Support, Sales and Accounts Enquiry can be set as “Incidents” and linked later to their relevant “Problem” Ticket, and so on.

NetHelpDesk offer an ITIL consultancy as part of the suite of services. Speak with your Account Manager for more information.

The purpose of Ticket types essentially, is set default values for a Ticket, and to control which fields are visible in a new Ticket (including Custom Fields).

To setup Ticket Types, click N > Setup > Main Configuration > Tickets.

In each Ticket Type, a set of details can be specified within it, such as:

In each Ticket Type, a set of defaults can be specified within it, such as:

It is also possible to specify users in your database who will receive closure e-mails when calls of this Ticket type are closed. This can be useful if you wish to include people in your company who are not Technicians, but are still involved with supporting your external end-users.

Specify status values that are restricted to this Ticket type, particularly useful when using the Ticket Types with Opportunities or Projects.

Each Ticket Type also has its own fields that can also be configured, by clicking Field List and Custom Fields button in the main menu, or the Ticket type defaults page itself.

By default, any fields that are dragged and dropped from the Available Fields list to the Fields That Show list are visible to all users.

This can be changed by double clicking on the field when in the Fields That Show list.

Some fields are specifically for certain functionality, such as Project Time and Money, which should be quite self-explanatory from their descriptions.

Here is a list of available predefined fields, and what they show:

Field Name



Main description of the Ticket (Subject of e-mail)


Further information about the Ticket (Body of e-mail)


Drop down to select choice from Category Group 1


Number order based on SLA Response and Resolution timing.


Which Team of Technicians to choose from.


Which specific member of team to assign it to.

Send E-mail

Send acknowledgement e-mail to end-user.


Which device is associated with this Ticket.

Category 2

Drop down to select choice from Category Group 2

Category 3

Drop down to select choice from Category Group 3

Category 4

Drop down to select choice from Category Group 4


Choose Service Level Agreement group of priorities applies.

Date/Time Occurred

Adjust the data of when call is raised (backdating)

Planned Date

Specify a date when something next needs to be done by.

Reported By

Who reported Ticket, if different from user it’s assigned to.

Estimated Time

What is the approximate length of time to complete Ticket.

Show on Web

Will end user be able to see this Ticket vvia the web interface.

Exclude from SLA

Opt out of tracking response and resolution times for Ticket.

User Contacted

If raised for someone else, are they aware of the Ticket?

Resolution Date

Adjust the standard resolution date on the priority.

Fault Code/Classification of Fault

Specify a list of fault codes to choose from in Lookup Codes

Delivery Contact

Who is the contact that Sales orders are sent to?

Delivery Address

What is the address that Sales orders are sent to?


Which site is affected if different from user’s normal site.


Specify the amount of effect the Ticket has.


Specify how fast this Ticket is needed.

Company Name

Opportunities Field.

Contact Name

Opportunities Field.

Email Address

Opportunities Field.

Address Line 1

Opportunities Field.

Address Line 2

Opportunities Field.

Address Line 3

Opportunities Field.


Opportunities Field.


Opportunities Field, amount in numeric form.

Conversion Probability

Opportunities Field, 0-100.

Opportunity Tel

Opportunities Field.

Email To List

Who is to be included in communications.

Email CC List

Who is to be included in communications.


How was this call raised? By phone, E-mail etc.

Target Date

Opportunities Field

Project Time Budget

Project Field

Project Time Actual

Project Field

Project Money Budget

Project Field

Project Money Actual

Project Field

You can also toggle Advanced Field Visibility in this area. NetHelpDesk is one of few applications in Help Desk Software that allows this to be done.

This means that further fields become available depending on what was selected before. This will apply to all users that can see this field.

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android


  • iPhone


  • BlackBerry


  • Tablets


  • Windows



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