Ticket settings decide how a request looks from the moment it lands: the number a client quotes back to you, the board it sits on, the statuses it moves through, and what the client can see and do with it in the portal. Get these right once and every technician, dispatcher, and client works from the same structure.

Open Settings > General, then choose Ticketing under Work Management. The tabs are Display, Ticket Numbering, Boards, Priorities, Categories, Checklist Templates, and External systems. Changing them requires the ticket_settings:update permission.

Ticket numbering

Every ticket gets a number from one continuous sequence. Clients quote it in emails and calls, technicians search by it, and invoices raised from a ticket carry it, so choose a format your clients can read out loud and leave it alone.

Open Ticket Numbering, click the edit control on the Number Format card, and set:

Field	What it does
Number Prefix	Fixed text at the start, such as `TIC-`.
Date Format	Optional. Inserts the creation date between the prefix and the counter using `{YYYY}`, `{YY}`, `{MM}`, and `{DD}` with any separators.
Minimum Digits	Pads the counter with leading zeros to at least this length.
Last Used Number	The counter's current position. The next ticket takes the following value.

Next Number Preview updates as you type, so you can see the exact result before you save.

Figure 1: Adding a date to the format. The preview shows the next number before anything is saved.

Leave Date Format empty for plain numbers like TIC-1084. Set it to {YYYY}-{MM}- and the next ticket becomes TIC-2026-09-1084. Two rules keep this predictable:

The counter never restarts. It keeps climbing across days, months, and years, so TIC-2026-09-1099 is followed by TIC-2026-10-1100, and no two tickets ever share a number.
The date is fixed when the ticket is created, in the default timezone from Settings > General. A ticket opened at 11:30 PM on September 30 in that timezone reads 09, not 10.

Tickets that already exist keep their numbers. For GreenLeaf Dental Group's service desk, that means a client who quotes TIC-1082 from last week still finds the same ticket after you add a date to new ones.

Invoices, credit notes, quotes, sales orders, projects, and opportunities use the same service and the same tokens. Their cards are described in 14.2. Configure Tenant Billing Defaults for Currency, Document Numbering, Tax, and Renewals.

Boards

A board is a queue with its own statuses, default priority, routing, and portal behavior. Most MSPs start with one service desk board and add boards only when a different kind of work needs a different lifecycle, such as a projects board or a security board that closes tickets on a different rule.

The Boards tab lists each board with its ticket, status, and automation counts. Click a board to open its editor. The editor is a set of collapsible sections:

Section	What you set there
General	Name, default status, reopen status, sort order, and whether this is the default board for tickets submitted from the client portal. Only one board can be that default.
Board view	Arrange the ticket list on the board itself and save it from the View menu; Reset to tenant default discards a board-specific layout.
Assignment & SLA	Default routing, the SLA policy, and the board manager.
Email & inbound replies	Whether a client reply by email reopens a ticket.
Close rules	Requirements a ticket must meet before it can be closed.
Automation	Auto-close stale tickets after a period of inactivity.
Priorities & statuses	The default priority and the full status list for this board.
Display & behaviour	The live ticket timer and portal visibility.

Click Save Changes at the bottom of the editor. The bar reads All changes saved once the board is written.

Statuses belong to the board

Ticket statuses such as New, In Progress, Awaiting Client, Resolved, and Closed are configured per board under Priorities & statuses. There is no global status list. Each status row has a name, a Closed switch that marks tickets in that status as done, a Default switch for the status new tickets receive, Up and Down to order the list, and Remove. Use Add Status for a new one.

Keep the list short. Every status a technician has to choose between is a chance to pick the wrong one, and every status a client sees is something they will ask about.

Choose which statuses clients can select

Some statuses are for your team, not your clients. A client can see that a ticket is waiting on a vendor, but only your technicians should be able to move it there.

Figure 2: Each status carries its own portal switch.

Open the board in Boards and expand Priorities & statuses.
Turn off Client portal users can select this status on each status you want to reserve.
Click Save Changes.

Every status is selectable by default, so this is opt-in. A reserved status disappears from the portal's status-change choices, but clients still see it as the ticket's current status and can filter by it. Technicians keep the full list.

Hide a board from the client portal

Use this for boards that hold internal work, such as maintenance windows or security review, that clients should not browse.

Figure 3: Turn off Visible in client portal to hide the board and its tickets from every portal user.

Open the board in Boards and expand Display & behaviour.
Turn off Visible in client portal.
Click Save Changes.

The board and all of its tickets are hidden from every portal user, including client admins, regardless of visibility groups. Boards stay visible until you turn this off.

After either portal change, sign in to the portal with a client account and check three things: a ticket the client should see still opens, a reserved status cannot be selected, and tickets on a hidden board do not appear. Restrictions at the contact level are covered in 13.3. What Clients See on Tickets: Status, Comments, Documents, and Notifications.

Priorities

Priorities are shared across boards. On the Priorities tab, define each level, such as Critical, High, Medium, and Low, with its color and its position in the list. Each board then picks one of these as its default priority under Priorities & statuses, and SLA policies use them to decide response and resolution targets.

Checklist templates

The Checklist Templates tab holds reusable step lists that can be added to a ticket, so a workstation setup or a site visit is done the same way every time. Building and using them is covered in 3.7. Build and Track Checklists on Tickets.

External systems

Tickets can link to the record a client or partner tracks the same work in: a GitHub issue, a Jira key, a Slack thread, or a system you define here. The built-in systems are always available. On External systems, click Add system to define your own with a Key in the form custom:vendor_support, a Label technicians will see, and an optional URL template that turns an external ID into a link. A system cannot be deleted while a ticket still links to it.

How links work on the ticket and through the API is covered in 3.8. Link Tickets to GitHub, Jira, and Other External Systems.

Display

The Display tab controls what the whole team sees on the ticket list.

Response state tracking marks who needs to respond next on each ticket, the client or your team. Turning it off hides the response badges, their filters, and the related SLA pause options.
Show weekday controls whether the day of the week appears alongside timestamps on the ticketing dashboard. The numeric date format — day/month/year order and the separator between fields — is set by your organization's country and applies consistently across the whole app. To change your country, update your company location under Settings > General.
Ticket List Columns chooses which columns the list shows: status, priority, board, client, assignee, due date, created, created by, and whether tags are displayed.

Click Save after changing display preferences.

Navigation

10.5. Configure Ticket Numbering, Boards, Statuses, Priorities, and Categories