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.
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:
| Setting | Options |
|---|---|
| Field type | Text, Long text, Number, Dropdown, Checkbox, Date, Email, URL |
| Show on | Employee portal, Agent view (toggle each independently) |
| Required | On 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-1001vsINC-000001).
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.Everything on this screen applies to the whole workspace. The HR preset numbers every
ticket HR-…, IT incidents included — it's a naming choice for the workspace, not a way to
number one team's tickets.
Changing the prefix or digit format only affects new tickets — existing ticket numbers are never renamed.
Numbering one department separately
If what you wanted was HR's tickets numbered HR-1001 while everything else stays as it is,
that's set on the group rather than here. Open Settings → Groups, open HR, and give it a
ticket prefix. Every ticket that group owns is then numbered with it, however the ticket
arrived, and a prefix set there takes precedence over the workspace prefix above.
Full detail, including what a department number gives up:
Departments on the Employee Portal.
Next, read SLA Rules & Priorities to set response-time expectations.