Ticket Configuration

In the Ticket Configuration section, administrators can configure several fields used in ticket management, including Type and Substate. SeaTicket also supports Tags, a flexible labeling system that can be used across Tickets, External Issues, and Knowledge Base articles.

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Managing Ticket Types

Ticket Types help you classify and organize tickets in a clear and consistent way. Common types include Bug, Feature, Question, and Task. Using types enables your team to quickly understand what each ticket is about and manage large volumes of tickets more efficiently.

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Accessing Ticket Type Management

To manage ticket types:

1. Log in to the SeaTicket project workspace
2. In the left navigation menu, click More under the Tickets section
3. Select Manage types

You will be redirected to the Types page, where all existing ticket types are listed.

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Creating and Deleting a Ticket Type

Admins can create a set of ticket types that responders​ can manually select when customers create new tickets or when handling existing ones. To create a type:

1. Go to the Types management page
2. Click + New type in the top-right corner
3. In the pop-up window, provide the following information:
   • Name – The type name (e.g., Bug, Task, Feature)
   • Color – A color label for visual identification
4. Click Submit to save the new type

The new type will be immediately available for all tickets. To delete a type:

1. Select one or more types from the list
2. Click the Delete (trash) icon at the top

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Assigning a Type to a Ticket

Each ticket can be assigned one type. In the ticket view or on the ticket details page, click the Type field and choose a type from the list. The selected type will be displayed as a colored label on the ticket.

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Filtering Tickets by Type

Ticket Types can be used as a filtering condition to quickly locate specific categories of tickets.

1. Open the ticket list (All tickets or My tickets)
2. Open the filter options and find the Type filter
3. Select one or more ticket types

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Organizing Tickets by Type

In the ticket view, Ticket Types can be used for deeper organization:

• Sort or group by Type to keep similar tickets together
• Combine Type with other filters to create more specific views

For example:

• Type = Bug and State = Open
• Type = Feature and Substate = Backlog

Using these filter combinations, you can build views such as:

• All open bugs
• Feature requests waiting for review

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Ticket Type Statistics

The Types page provides an overview of how many tickets belong to each type. Ticket type statistics help teams:

• Identify the most frequent support categories
• Monitor product stability
• Understand customer demand

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Managing Ticket Substates

SeaTicket provides a standard set of ticket substates to help you manage your workflow. The system includes several built-in substates by default:

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Creating and Deleting a Substate

Besides the built-in substates, admins can create custom substates to better describe the actual working stage of a ticket. To create a new substate:

1. Go to the SeaTicket project workspace
2. In the sidebar under the Tickets section, click More, then select Manage substates
3. Click + New substate

In the pop-up window, define the following:

• Name – The label shown to users
• Description – What this substate means
• Color – For visual identification
• Parent option – Whether it belongs to Open or Closed

This allows each team to design a workflow that fits their needs. To delete a type: You can delete substates that are not applied to any active tickets.

1. Select one or more substates from the list
2. Click the Delete (trash) icon at the top

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Assigning a Substate to a Ticket

For each ticket, you can select a substate directly in the ticket list or ticket detail page.

1. First, select whether the ticket belongs to Open or Closed
2. Then, choose the substate within that category

This allows users to clearly identify the current status of each ticket.

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Filtering Tickets by Substate

You can use substates to quickly search for and filter tickets. To filter tickets by substate:

1. Open the ticket list (All tickets or My tickets)
2. Click the Filter icon in the top-right corner
3. In the filter panel, select Substate
4. Choose one or more substates from the list

For example, you can show all tickets where Substate is “Waiting on user,” find all “Backlog” tickets, or view only “Completed” tickets.

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Organizing Tickets by Substate

Substates support sorting and grouping, allowing you to organize tickets by their working stages and get a clearer overview of progress. To organize tickets by substate:

1. Open the ticket list (All tickets or My tickets)
2. Click the View options icon in the top-right corner
3. Choose Substate as the grouping or sorting field

Tickets will be automatically grouped or ordered by substate.

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Substate Statistics

The Substate statistics panel displays the number of tickets in each working stage, giving you quick visibility into workload distribution and workflow health.

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Managing Tags

Tags are keywords or short phrases that add context to tickets. They help you categorize and organize tickets by topic, priority, product, issue type, or any other criteria that supports your workflow. Tags make it easier to:

• Classify tickets consistently
• Search and filter tickets quickly
• Identify patterns and trends
• Keep your workflow organized

Responders can add, remove, and search tickets by tags at any time.

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Creating and Deleting Tags

To keep tagging consistent, create a preset tag library that responders can select from when working on tickets. To create a tag:

1. Navigate to the Tags section by clicking More in the left sidebar
2. Click + New tag in the top-right corner
3. In the pop-up window, fill in the following details:
   • Name – The tag name
   • Description – A short explanation of when to use this tag
   • Color – A color label for visual identification

The new tag will appear in the tag list and can be applied to tickets immediately. Responders can also create new tags directly from the ticket details page while working on a ticket. Any tag created this way will automatically sync back to the main tag library, making it easy to expand your tagging system as new needs arise. To delete a tag:

1. Select one or more tags from the list
2. Click the Delete (trash) icon at the top

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Adding Tags to Tickets

Responders can manually add tags to tickets from either the ticket view or the ticket details page.

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Filtering Tickets by Tags

You can add tags as filter conditions to quickly view all tickets that contain specific tags.

1. In the ticket view, click the Filter icon
2. Add a Tags condition and select one or more tags
3. Apply the filter

The ticket list updates instantly to show matching results. You can combine tag filters with other conditions (such as status, assignee, or priority) for more refined views.

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Organizing Tickets by Tags

In addition to filtering, tags help you visually organize your ticket list. To group or sort by tags:

1. In the ticket view, click the View Options icon in the top-right corner
2. Choose Tags as the grouping or sorting field

Tickets will automatically be grouped or ordered based on their assigned tags, giving you a clearer overview of related issues

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Best Practices for Tag Management

To keep your tagging system effective:

• Keep tag names short and consistent
• Avoid creating duplicate or overly similar tags
• Use descriptions to clarify intended usage
• Periodically review and clean up unused tags

A well-structured tagging system improves visibility, reporting, and overall workflow efficiency.