Ticket Type provides a top-level classification for Tickets so that they can be grouped together based on the business purpose that they are serving.
It captures the nature of the ticket as opposed to the specific issue/request that needs to be addressed.
Note
Specifying a Ticket type is required when creating a Ticket.
The following types are provided by default:
Incident
Question
Work Request
OnlineBill
Specifying different Ticket types is useful when organizations have different process flows or responsible groups depending on the nature of the ticket.
The Ticket type acts as an indicator to the customer so they know what response they can expect from the organization.
The Tickets module allows administrators to specify what categories are available for each type (i.e., escalation path, end-subscriber visibility, as well as default values for properties such as Assigned To, Title, Description, and Impact Urgency and Priority).