Ticket Types

The Ticket Type field in Mojo Helpdesk is a customizable dropdown that can be tailored to fit your organization’s needs. Because this field is shared across all ticket forms, it is especially useful for reporting and analyzing trends.

Examples of how ticket types can be used include:

  • Locations (ex. Middle School, High School)
  • Request categories (ex. Hardware, Software)
  • Service types (ex. Setup, Access, Repair)

Setup instructions

Only agents with a manager or admin role can enable and configure ticket types.

Step 1: Create ticket type values

A walkthrough of the ticket list showing tickets labelled with their types and tags.

  1. Click on the waffle icon on the upper right corner
  2. Select Account administration
  3. Select Tickets > Types
  4. Click on + new
  5. Enter new type name
  6. Click save

Step 2: Enable the field “type" in the ticket form

Archive a type you no longer use

When a type is retired (a school that closed, a product you no longer sell), archive it instead of deleting it. An archived type keeps its history: tickets that have it keep it, and you can still search, filter and report on them.

  1. Go to Account administration > Tickets > Types
  2. Click the archive icon (box) on the type's row
  3. Click archive type to confirm

The Types admin list, with one type greyed out and marked Archived, and the archive icon on each row.

An archived type stays in the list, greyed out with an Archived badge. It can no longer be chosen:

  • on ticket forms, in the agent portal and in the help center
  • on a ticket, or in a bulk update
  • in Mojo bot actions. A bot that sets an archived type skips that action

Ticket filters, saved searches, exports, SLA policies and reports still list archived types, so past tickets stay easy to find.

To use the type again, click the same icon (unarchive) and confirm with restore type.

A type cannot be archived when:

  • it is the only active type. At least one active type must remain
  • it is the default type of a ticket form. Change the form's default type first
  • guest requests that use it are waiting for approval. Approve, reject or discard them first

Delete a type

Deleting a type removes it for good. If tickets, guest requests, forms or Mojo bots use it, Mojo asks for an active type to move them to (confirm and transfer), so the deleted type disappears from those tickets and from their reports. Archiving is usually the better choice. The only active type cannot be deleted.

Reporting on types

Managers and admins can report on ticket types.

  • Use the Dashboard to view trends over time
  • Filter report metrics by ticket type

The Overview Dashboard with the types filter open, listing ticket types that report metrics can be filtered by.