Governance · Support
Ticket types
Define the kinds of support request people can raise, their default priority, and whether they are grouped into issues or can be sent to delivery.
When someone raises a support ticket, they choose a Type, such as a bug or a question. The type decides more than the label: it sets the ticket’s starting priority, whether similar tickets of that type are grouped into issues, and whether those issues can be handed to delivery to be fixed. Setting up types carefully keeps genuine defects flowing to delivery, while routine requests and questions stay in the support queue.
Before you start
- Open Governance → Support. The page opens on the Ticket types tab.
- You need permission to change Governance settings to edit ticket types. Without it, you see View only — you don’t have permission to change these settings. The fields and switches are shown but cannot be changed, and the Add type and Remove buttons are hidden.
- If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.
Understanding the page
Governance → Support has four tabs: Ticket types, Priorities & SLAs, Queues and Issue clustering.
On Ticket types, the Types block lists every ticket type, with a count. Each type has these settings:
| Setting | What it does |
|---|---|
| Label | The name people see when they choose a type, such as Bug. |
| Default priority | The priority a new ticket of this type starts with. People can change it when they raise the ticket. |
| Description | A short explanation of when to use this type. |
| Group into issues | On: tickets of this type are grouped with similar tickets into issues. Off: they are never grouped. |
| Can be sent to delivery | On: issues of this type can be sent to the delivery Intake Queue. |
| Active | On: people can choose this type when raising a ticket. Off: it is no longer offered. |
Changes save automatically. Saving… and then Saved appear beside the block heading.
Default types
Unless your organisation has changed them, the types are:
| Type | Default priority | Group into issues | Can be sent to delivery |
|---|---|---|---|
| Bug | Medium | On | On |
| Incident | Critical | On | On |
| Service request | Medium | Off | Off |
| Question | Low | Off | Off |
Default priority keys
The Default priority field holds a short key for the priority rather than its name. Unless your organisation has changed its priorities, the keys are:
| Key | Priority |
|---|---|
p1 | Critical |
p2 | High |
p3 | Medium |
p4 | Low |
The Priorities & SLAs tab lists the priorities your workspace uses.
Add a ticket type
- Open Governance → Support → Ticket types.
- Select Add type. A new type called New type appears, set to the lowest priority and switched on.
- Change the Label to the name people should see.
- Enter a Description explaining when to use it.
- Check the Default priority.
- Switch Group into issues and Can be sent to delivery on if this type reports defects that delivery should fix.
- Click away from the field you last edited. The type saves automatically.
When a type is first saved, Paradym Next gives it a key based on its label. Until then, it shows A key is generated from the label when this is saved.
Change a ticket type
- Find the type.
- Change its label, description, default priority or switches. Text changes save when you move to another field. Switches save straight away.
Each saved type shows its key, for example Key: bug. Existing tickets keep this key, so renaming the label is safe: tickets already raised show the new name.
Stop offering a ticket type
To stop people choosing a type without affecting tickets already raised, switch Active off.
To remove a type completely, select Remove on the type. There is no confirmation, and the change saves straight away.
What to expect
- The Raise a ticket panel in Support offers every active type, and selects the first one by default. The order of types here is the order people see.
- When someone picks a type, the Priority is set to that type’s default priority.
- Only tickets of types with Group into issues switched on appear on the Issues page.
- An issue can only be sent to delivery if at least one of its tickets is of a type with Can be sent to delivery switched on. Otherwise, sending it fails with a message asking you to check Governance → Support → Ticket types.
Good to know
- If a default priority key does not match one of your priorities, tickets of that type may not start with the priority you expect. Copy the key exactly.
- Grouping only happens for types with Group into issues on. How grouping works is set on the Issue clustering tab. See Issue clustering.