Ticket types are categories you assign to tickets within a project. Each type has a name, a label color (used as a badge background everywhere the type appears), and an optional description. Configure them once per project and they show up as the Ticket type dropdown on every ticket in that project.
Getting started
Open Project management > Projects, click Go to project on the project you want, and on the project detail page open the three-dot menu next to Create ticket. Click Configure ticket types.
How it works
Ticket types are configured per project. A "Bug" type in one project is independent of a "Bug" type in another. The configuration modal opens with a table of existing types and an Add new ticket type button at the top.
Each type has:
- Ticket type name: required text label
- Label color: color picker with alpha used as the badge background everywhere the type appears
- Ticket type description: optional textarea explaining when to use the type
Archived types stop appearing in the Ticket type dropdown on new tickets but still render correctly on old tickets that were already tagged with the type.
Step-by-step guide
Open the ticket type configuration
- Navigate to your project's detail page from Project management > Projects
- At the top right, click the three-dot menu next to Create ticket
- Click Configure ticket types
- The Configure work types modal opens with the table of existing types
The action requires the Update tickets permission.
Add a new ticket type
In the modal, click Add new ticket type. The form expands with three fields:
| Field | Required | Type |
|---|---|---|
| Ticket type name | Yes | Text input |
| Label color | No | Color picker with alpha channel |
| Ticket type description | No | Textarea |
Fill in the name (e.g., "Bug", "Feature", "Task", "Customer request"), pick a label color that distinguishes this type from your other types, and add an optional description explaining when this type applies (e.g., "Use for problems reported by customers that need fixing"). Click Create. The new type appears in the table and is immediately available in the Ticket type dropdown on new and existing tickets.
Edit an existing ticket type
- In the table, open the per-row three-dot menu
- Click Edit ticket type
- The form expands with the existing values
- Make changes
- Click Update
Changes apply everywhere the type is used. If you rename "Bug" to "Defect", every ticket previously tagged "Bug" now shows "Defect".
Archive a ticket type
- In the table, open the per-row three-dot menu
- Click Archive ticket type
- The type is removed from the dropdown on new tickets
- Existing tickets tagged with the type still show its badge correctly; the type just isn't pickable anymore
Use archive when you've stopped using a type but want to preserve the badge on past tickets. There is no "delete" action; archive is one-way and irreversible from this UI.
Close the modal
- Click Cancel at the bottom of the modal
- The modal closes and you return to the project detail page
Reference
Configure work types modal
| Element | Description |
|---|---|
| Title | "Configure work types" |
| Add new ticket type | Button at the top that expands the create form below |
| Existing types table | One row per active type |
| Cancel | Closes the modal |
Existing types table
| Column | What it shows |
|---|---|
| Ticket type | Badge with the type's configured label color and the type name |
| Description | Description text or "-" if none set |
| Actions | Three-dot menu (see below) |
Per-row three-dot menu
| Action | Effect |
|---|---|
| Edit ticket type | Opens the inline edit form pre-populated with the type's existing values |
| Archive ticket type | Archives the type so it stops appearing in the dropdown on new tickets |
Create / edit form fields
| Field | Required | Notes |
|---|---|---|
| Ticket type name | Yes | Required text input |
| Label color | No | Color picker with alpha channel for transparency |
| Ticket type description | No | Optional textarea explaining the type's usage |
| Cancel | - | Discards the form |
| Create / Update | - | Saves the type. Label is Create for a new type, Update when editing |
Good to know
- Ticket types are per project. Different projects can have completely different types. There's no global ticket-type library.
- The Label color is what appears as the badge background everywhere the type is rendered (ticket list, ticket detail, sidebars, etc.). Pick distinguishable colors so types are easy to scan visually.
- The color picker supports an alpha channel. Lower alpha means a more pastel / muted badge. Most accounts use solid colors but transparency is available if you want subtler badges.
- Archived ticket types are intentionally one-way. The platform doesn't currently expose a "restore archived type" action in this modal. If you need a previously archived type back, recreate it manually with the same name and color.
- Renaming a type renames it everywhere. Past tickets reflect the new name immediately. There's no version history of type names.
- You can have as many ticket types as you want per project, but more than 10 starts to get unwieldy in dropdowns. Consider archiving rarely-used types instead of leaving them in the active list.
- The platform uses "Configure work types" as the modal title (and "ticket type" elsewhere) for historical reasons. They mean the same thing.
FAQ
Q: Can I share a ticket type across projects?
A: No. Ticket types are configured per project. If you want the same set of types in multiple projects, you'd need to recreate them in each project.
Q: What happens to existing tickets when I archive a type?
A: Existing tickets retain their archived type and its badge. The type just stops appearing in the dropdown when picking a type for new tickets, so you can't tag new tickets with the archived type.
Q: Can I delete a ticket type permanently?
A: No. Archive is the only way to retire a type, and archive isn't reversible from this UI. The reasoning is that past tickets need to keep rendering with the original type label.
Q: My ticket type isn't showing up in the dropdown. Why?
A: Either it's been archived, or you're looking at a different project's type list (types are per-project). Open the configuration modal for the project you're working in to confirm.
Q: Can I have two types with the same name?
A: The form doesn't enforce uniqueness, but having two types with the same name is confusing for everyone on the team. Pick distinct names per project.
Q: How do I bulk-change every ticket of one type to a new type?
A: There's no bulk-update feature for tickets in the UI. To migrate all tickets from "Bug" to "Defect", rename the type from "Bug" to "Defect" instead. Every ticket already tagged "Bug" will then read "Defect" automatically.
Q: Why is the Configure ticket types menu missing on my project?
A: Either the project is a Bookings project (system-managed; types aren't configurable), or your role lacks the Update tickets permission. Check both.