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Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsTicketing & ITILCategories, Custom Fields & Ticket Numbering

Categories, Custom Fields & Ticket Numbering

These three settings shape what employees see on the new-request form and how ticket IDs look across your workspace.

1. Categories (Settings → Categories)

Employees pick from your active categories when submitting a new request.

  • •Each category has a name (max 60 characters) and a short description (max 200 characters).
  • •Toggle a category off to hide it from the portal without deleting it.
  • •You can have up to 30 categories.
  • •A new workspace starts with four defaults: IT Issue, Software Access, Hardware, HR Service. Edit or disable them freely.
Only active categories are shown to employees on the new request form. Disabled categories stay in your list (and on old tickets) but won't be offered for new ones.

2. Custom Ticket Fields (Settings → Ticket fields)

Beyond the built-in system fields (Title, Description, Category, Priority — always required, cannot be removed), you can add your own fields:

SettingOptions
Field typeText, Long text, Number, Dropdown, Checkbox, Date, Email, URL
Show onEmployee portal, Agent view (toggle each independently)
RequiredOn or off
  • •Dropdown fields need at least one option.
  • •Drag fields to reorder how they appear on the form.
  • •Field changes save immediately — no separate save button.

Use custom fields for things like Asset Tag, Cost Center, or Building/Floor — anything specific to how your organization tracks requests.

3. Ticket Numbering (Settings → Ticket numbering)

Control how ticket IDs look:

  • •Prefix — choose a preset (Incident (INC), Request (REQ), Per-type (INC/REQ/PRB/CHN), HR, Ops, Task) or type a custom 1–6 letter prefix.
  • •Digit format — 3 to 8 digits (e.g. INC-1001 vs INC-000001).
The Per-type prefix (QD) gives Incidents, Service Requests, Problems, and Changes their own separate numbering sequences (INC-1001, REQ-1001, PRB-1001, CHN-1001). Any other prefix numbers every ticket type from the same shared sequence.

Changing the prefix or digit format only affects new tickets — existing ticket numbers are never renamed.

Next, read SLA Rules & Priorities to set response-time expectations.