Ticket Types

Ticket types sort tickets into categories, for example Sales questions or Technical support. They are managed in the admin panel by navigating to Support > Ticket types, which needs the Manage ticket types permission.

Each ticket type has the following fields.

The plugin creates these example types when it is installed. You can change or remove them.

Picking a Type

The Ticket Submit component lists the visible types sorted by name, and saves the chosen type with the ticket. The handler accepts a ticket without a type, but the default form shows its fields only after the user picks one.

A ticket keeps the type it was submitted with. The user cannot change it when editing the ticket, and the admin panel has no field to change it.

Hidden Types

A hidden type is left out of the list that users pick from. When a form posts its ID anyway, the submission is refused with Please select a valid ticket type. under the type_id field.

A page can still give its tickets a hidden type by forcing it, which suits a type meant for one page only, such as a form for partners.

Forcing a Type

To give every ticket from a page the same type, set the ticketType property of the Ticket Submit component to the type's code. The property lists the hidden types as well.

[supportTicketSubmit]
ticketType = "technical"
redirect = "support/ticket"

A type without a code cannot be forced. When the code changes or the type is deleted, the pages that force it refuse every submission until their ticketType property is updated. See Forcing a Type for how the form behaves.

Automatic Assignment

When Auto assign to is set, each new ticket of this type is assigned to that administrator as it is submitted. The ticket stays in the New status, and the new-ticket mail goes to that administrator only, instead of to every support member. No ticket-assigned mail is sent.

The list offers every administrator, so choose one who is support staff and has the Manage tickets permission.