Set priority, type and tags

Priority

Low, Normal, High or Urgent. Priority decides which SLA targets apply and helps you sort views.

Type

• Question: a customer asks something.
• Incident: one occurrence of a wider problem.
• Problem: the wider problem itself. Link incidents to it.
• Task: work to do by a date. Tasks get a Due date.

Problems and incidents

1. On an incident, set Linked problem to an open problem ticket.
2. The problem lists its incidents.
3. When you solve the problem with a public reply, ChaosDesk also solves its open incidents with that reply.

Due dates

For a task, set the Due date with the calendar or the quick picks Today, Tomorrow or In a week. Overdue tasks show Overdue in views.

Tags

Tags are short labels such as refund or vip.

1. In Tags, type to see suggestions, or add a new tag.
2. Remove one with its cross.
3. Submit the ticket.

Macros, triggers and automations can add and remove tags too. Use tags in views, rules and reports.

Related

• Ticket fields and forms
• SLA policies
• Create a view