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Alina Shafikova
Written by Alina Shafikova

Ticket attributes, details and history

Find out more about the Ticket characteristics

Before you start

There is a set of information pieces by which each Ticket can be described. They have been divided into 3 groups: attributes, details and history.

Getting to know Ticket attributes

Regardless of the way of creating a Ticket, you can always see and edit its attributes by going to Tools -> Tickets and clicking on a given Ticket name. 

Each ticket can be assigned with a number of attributes which are easily editable on the Ticket’s webpage:

  • Assignee - a person from your team involved in any action related to the Ticket and responsible for it
  • Person - a user a Ticket is related to
  • Participants - all additional people that should be aware of or involved in anything related to a Ticket
  • Company - a company related to a Ticket
  • Priority - decide whether a Ticket is a Low, Medium or High priority
  • Due date - a date by which a deal needs to be resolved, by default it will be set up to an empty field
  • Status - you can quickly adjust the status of your Ticket here.
  • Segment - to make it easier for your team to navigate between different Tickets you can assign it to one of the Ticket segments. To create a new Ticket segment go to Tools -> Tickets and use filtering section.

To make navigation through tickets even more intuitive for your support team, you can tag Tickets by customizable tags. To create a new Tag type in its name and click on the +.

Adding new Ticket priorities

We’ve created default categories for Ticket priority, but you can quickly delete them or create new ones. All you need to do is going to Settings -> App settings -> Tickets and select Ticket priority.

Creating custom attributes

You see a bunch of default Ticket attributes, but you want to add additional ones adjusted to your business needs? No problem!

To create a new Ticket attributes go to Settings -> App settings -> Tickets -> Ticket attributes. You can learn the general rules of how to create custom attributes from this article. After saving a new attribute, it will be visible under Custom attributes in the right-hand column.

Ticket details and history

You can check a Ticket ID, a date on which a given Ticket has been created and information about the most recent update to its name in the Ticket details. Each change of a Ticket status will be noted in the Ticket history. 

You can see both details and history on the right-hand side of a Ticket webpage.

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