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Ticket attributes

Ticket attributes are labels your technicians put on tickets, such as a support Tier. Each attribute you create gets a filter and a sortable column on the ticket queue, a field on the ticket page, and a breakdown by technician on Reports.

Find it under Admin → Ticket Attributes.

What it's for

  • Training a new technician. Filter the queue to Tier 1 with status All to see the history of what Tier 1 work actually looks like in your district.
  • Rebalancing workload. The report shows, for each technician, how many tickets of each tier they resolved in the period and how many are open right now. A Tier 3 technician whose queue is mostly Tier 1 shows up immediately, and each number links straight to those tickets.
  • Anything else your team sorts work by, such as Needs a visit vs Remote fix, or Vendor-dependent.

Setting it up

  1. Click Add Tier 1 / 2 / 3 to create the Tier attribute in one step, or create your own with a name and a list of options, one per line.
  2. Put the options in order with the arrows. The queue sorts by this order, so Tier 1 comes before Tier 2 whatever the options are called.

You can have up to three active attributes. A district that never creates one sees no change at all.

Labelling tickets

  • One ticket: on the ticket page, pick a value under Ticket Properties and click Update Properties.
  • Many tickets at once: filter the queue (for example, to the Password reset category), select the tickets, and choose Set Tier… from the bulk actions. This is the quickest way to label your history so the report has something to show.

Technicians and administrators can set attributes. Tech coaches, auditors and other read-only roles can see them but not change them. Staff who submit tickets never see them.

Every change is written to the ticket's timeline: who set it, and what it was before.

Renaming, archiving and deleting

  • Renaming an attribute or option is safe. The timeline keeps the wording used at the time.
  • Archiving hides an attribute from the queue and ticket page, or stops an option being offered. Tickets keep the value they already have, and you can still filter by an archived option.
  • Deleting is only possible for something no ticket has used yet. Once it's in use, archive it instead.