Classification Data

Priorities, states, and types are the three attributes that classify every ticket by urgency, lifecycle stage, and category. They appear throughout the agent interface and can be used as match conditions in automation rules, ACLs, and process management. For the broader purpose and use cases of each attribute, see the Concepts section; the pages here cover the admin configuration specifics.

• Ticket Priorities
  • Creating and Editing a Priority
• Ticket States
  • State Type Reference
  • Creating and Editing a State
• Ticket Types
  • Creating and Editing a Type