What is Ticket Category Types
The ticket categories make it easier for users to find similar tickets within your 1Place instance. It decides how each type of ticket moves through your organisation: who works on it, who's notified at each step and which fields your team needs to fill in.
Setting them up well means tickets reach the right person first time.
Creating a category now takes you through it step by step, and editing puts every setting on one page.
Open Ticket Categories
Click Tickets in the top menu, then Ticket Categories from the dropdown.
The category list
See how each category works without opening it:
Category Type – the group the category belongs to.
Available Statuses – the path a ticket follows, for example Pending – Resolved – Closed.
Checklist Template – any checklist attached.
Filter by Label, Status, Delegator, Reviewer, Resolve, Closer or Checklist Templates (choose several at once). Clear Filter resets them.
Create a category
Click + New Ticket Category. You'll move through five short steps, and you'll be told if anything is missing before you continue.
Step | What you set |
1. Details | Name, assignment, checklist, pre-filled content, hidden fields, due dates |
2. Workflow | Who reviews, resolves and closes tickets |
3. Notifications | Who's notified at each stage, by email and/or app |
4. Access | Which profiles can use this category |
5. PDF Report | The logo and layout for ticket PDFs |
A validation message appears if you click Next without completing the required fields.
💡 Tip Use Back to return to any earlier step. Nothing is created until you click Submit. |
Step 1: Details
Ticket Category Label and Description – keep the label short and clear, for example "Plumbing".
Ticket can be assigned to – Center or Room (default), Center only, or Room only.
Ticket Category Type – the group this category belongs to. See Category Types.
Do you want to attach Checklist? – tick it and choose a template if the job needs a checklist completed.
Use only for Ticket pops – tick this if the category is only used for tickets raised automatically from checklist answers.
Pre-populate Settings fill in details for your team automatically:
Pre-populate Subject and Pre-populate Notes – apply to ticket pops and tickets with a checklist attached.
Pre-populate Center/Room Email Address – now set for each category. Your previous organisation-wide setting has been applied to every category.
Hidden Fields Settings remove fields your team doesn't use from tickets in this category:
Hide… | What happens |
Due Date | The Created Date is used as the Due Date. |
Tags | Tags don't appear on the ticket. |
Priority | Tickets are set to Medium. |
Ticket Photos | The photo option doesn't appear. |
Due Date Settings set how many working days each priority gets (Low, Medium, High, Critical). Weekends aren't counted, and 0 turns it off. These settings disappear if you hide Due Date or Priority.
People Settings – tick Allow use of people? to show the People field on tickets. Selecting a person doesn't notify them.
ℹ️ Good to know Users can still show hidden fields when they need them, using Show Hidden Fields. These settings apply everywhere tickets are created: the web portal, and the mobile app/PWA. |
Step 2: Workflow
Tick only the steps you need. Sections appear when you need them.
Reviewer/Delegator – tick Does it require the Reviewer to Delegate to Users to Resolve? if someone needs to review the ticket and choose who does the work.
Resolve – tick Does the Ticket require Resolvers? if someone needs to do the work. Choose whether 1 user or all users must resolve.
Closer – choose who checks the work and closes the ticket. At least one closer is required.
When a Opener / Delegators delegates, two extra options appear: allow the Resolver to assign back to the Delegator, or reassign to a different Resolver.
Workflow | Steps ticked | Statuses your team sees |
Full | Reviewer/Delegator, Resolve, Closer | Pending → Open → Resolved → Closed |
No delegator | Resolve, Closer | Pending → Resolved → Closed |
Closer only | Closer | Pending → Closed |
💡 Tip Assign Group Contacts (such as Center Managers) as resolvers or closers so each manager only sees tickets for their own centre. See Group Contacts. |
ℹ️ Good to know Every new ticket starts as Pending, whichever workflow you choose. If your team doesn't use Pending, you can rename it – see Customise Labels. |
Step 3: Notifications
Choose Email, App or Email + App in Use Notification.
For each stage, tick who's notified: Creator, Delegator, Resolver and/or Closer.
Click Next.
Only the stages your workflow uses are shown, and sensible defaults are already ticked. Email and app notifications have separate recipient settings.
Step 4: Access
Choose which profiles can use this category. Search either list and use the arrows to move profiles across. At least one profile is required.
Step 5: PDF Report
Choose the logo and layout for this category's ticket PDFs, then click Submit. See Ticket PDF Layouts.
Edit a category
Open a category from the list to see every setting on one page: Details, Pre-populate, Hidden Fields, Due Date, Workflow, Notifications, Access and PDF Report.
Click Save (or Cancel) at the bottom of the page.
⚠️ Important Changing a workflow doesn't move tickets that are already open. Use Reassign Tickets to move them.
Using dashboards or reports based on ticket status? Review them after changing a workflow, as categories can use fewer statuses. |
What's changed
Before | Now |
Automatic Forwarding | Tick only the steps you need – Reviewer/Delegator and Resolve are optional |
Email Rule | Notifications step: by stage and role, for email and app |
Ticket Settings (one setting for everyone) | Pre-populate Center/Room Email Address in each category |
One long form with an Add button | Five steps with Submit (new) or one page with Save (edit) |
New tickets could start as Open | Every new ticket starts as Pending |
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