Internal Tickets Setup Guide

Setting Up Internal Tickets

How ticket boards, queues, ticket types and Ticket Access fit together, and how to set them up.

Companion guides: Who Sees Which Tickets explains how roles and the Ticket Access list decide what each person sees. Using the Ticket Board is the everyday guide to hand to the people working tickets. This guide covers building the boards and ticket types.

Before you start

Setting up tickets requires the Ticket Admin role.
The setup screens are under Setup > General > Ticketing: Ticket Boards, Ticket Queues and Ticket Priorities.
Ticket types are created and edited from inside a ticket board, on the board's Types tab.

How the pieces fit together

A ticket board is the screen your team works from. Its columns are queues: you name a queue once, and each board decides whether to use it and what it does there. Each ticket type belongs to one board, and each ticket type has a Ticket Access list of the people and teams who handle it.

Piece	What it is
Ticket Queue	A named stage, such as New, In Progress, In Review or Closed. A queue is just a name, color and description; it does nothing on its own until a board uses it. The same queue can be used on any number of boards.
Ticket Priority	An urgency level with a number, a name and a color. Priorities are shared by all boards. Lower numbers sort to the top of each column, so priority 1 is the most urgent.
Ticket Board	A board for one area of work. It chooses which queues appear as its columns and in what order, and gives each one a queue type that defines what it does on this board. It also holds the ticket types that use the board.
Ticket Type	A kind of request, such as Production Request or Quality Issue. Each type belongs to exactly one board. Tickets of the type appear on that board.
Ticket Access	The list of people and teams on a ticket type. They can create tickets of the type and are added to each new one automatically.

Put together, one board looks like this:

Board: Production Requests
Columns (queues): New, In Progress, In Review, Closed
Ticket types: Production Request (Ticket Access: Production team), Quality Issue (Ticket Access: Quality team and the plant manager)

Step 1: Create your queues and priorities

Go to Setup > General > Ticketing > Ticket Queues and add a queue for each stage your tickets move through. Each queue has only a Name, an optional Color and a Description. What a queue does (for example, closing tickets) is not set here; it is set on each board in Step 2.

Then go to Ticket Priorities and add your urgency levels. Each priority has a Priority number, a Name, a Color and a Description.

Tip: Because queues are shared and their behavior is set per board, keep their names general ("In Progress", not "Production In Progress"). The same queue can behave differently on different boards.

Step 2: Create a ticket board

Go to Ticket Boards and add a board. The board editor has three tabs.

Edit tab

Name and Description of the board.
Division (optional). A board tied to a division is only listed while a user is working in that division. Leave it blank to show the board in every division. New boards start with your current division filled in.

Queues tab

Add the queues that should appear as columns, in the order you want them shown. This is where each queue gets its function: choose a Queue Type for it, which controls what happens when a ticket moves into that column on this board:

Queue Type	What it does
New	New tickets start here. If no column is marked New, new tickets start in the first column.
Auto Assign	Moving a ticket into this column assigns it to the person who moved it.
Auto Unassign	Moving a ticket into this column clears its assignee, so it is ready for someone else to pick up.
Review	Tickets in this column show a Close Ticket button, as long as the board has a Closed column.
Closed	Moving a ticket here closes it. Moving it back out reopens it. This column lists the most recently closed tickets first.
(blank)	A plain column with no automatic behavior.

Every board needs at least one column before tickets can be created on it, and a Closed column if you want to close tickets.

Types tab

Add the ticket types that belong to this board. See Step 3.

Step 3: Create ticket types

From the board's Types tab, add a ticket type for each kind of request the board handles. Each ticket type has these settings:

Setting	What it does
Name	What users pick when they create a ticket, such as "Customer Service Request".
Workspace	The form used to create and view tickets of this type. Leave it blank to use the standard ticket form. If the Wheelhouse team has built a custom form for this type, choose it here. See Custom fields on tickets below.
Active Thru	After this date the type can no longer be used for new tickets. Existing tickets of the type stay on the board.
Event Notification	Which ticket events send a notification: Created, Assigned, Unassigned, Reassigned, Queue Changed, Priority Changed, Closed and Reopened.
Description	A note explaining what the type is for.
Ticket Access	The people and teams who handle this type. See Step 4.

About notifications

When a selected event happens, everyone on the ticket who has a Wheelhouse login is notified, except the person who made the change. Each user can turn off individual events for a ticket type from the bell menu on the board's toolbar.

Custom fields on tickets

Ticket types can collect their own information beyond the standard ticket form, such as an order number, a part number, a due date or a pick list of reasons. Each ticket type can have its own form with its own fields.

Custom fields are set up by request. To add fields to a ticket type, contact the Wheelhouse team with the ticket type, the fields you need, what kind of value each field holds (text, number, date, yes/no or a pick list with its choices), and which fields are required. Once the form is ready, choose it in the ticket type's Workspace setting.

New fields start out blank on tickets that already exist. They are filled in as people update those tickets.

Step 4: Fill in Ticket Access

On each ticket type, add the people and teams who handle that kind of request. They will be able to create tickets of the type and will be added to every new ticket of the type.

The Ticket Access list decides who starts on a new ticket. It does not give anyone the tickets that already exist. Who Sees Which Tickets explains this in detail, including the roles each person needs.

Step 5: Test it

Open the board as one of the people on the Ticket Access list and confirm the board appears.
Create a ticket and confirm it starts in the right column with the right people on it.
Drag it through each column and confirm assignment, closing and notifications behave as expected.
Sign in as someone who should not see it and confirm they do not.

Recommended setup order

Grant the Tickets role, and Ticket Admin where needed.
Set up the teams who will handle tickets.
Create queues and priorities.
If a ticket type needs its own fields, request its custom fields from the Wheelhouse team.
Create the board and add its columns.
Add ticket types to the board, with their workspace, notifications and Ticket Access.
Test with a real user.

Good to know

A queue can appear on several boards, and its queue type is set separately on each board.
A ticket type belongs to one board. To show the same kind of request on two boards, create a type on each.
Changes to a type's Ticket Access list, or to team membership, only affect tickets created afterward.

Questions about setting up tickets? The Wheelhouse team is happy to help.