Managing Ticket Settings
Learn how to manage custom fields, tags, canned responses, and ticket configuration for your service desk.
Path: /settings/desks/$deskId/tickets
Managing Ticket Settings
Ticket settings configure how tickets look and behave for a desk. Open Settings → Desks → desk → Tickets for custom fields and tags, or Templates for canned responses.
Understanding Ticket Configuration
Ticket configuration includes:
Custom fields - Extra fields on tickets (text, number, select, etc.), now also scopeable by ticket type (Incident or Request) across all desks
Tags - Labels for categorizing and filtering tickets, scoped per service desk
Priorities - Urgent, High, Medium, Low (configured in SLA)
Canned responses - Reusable reply templates
Custom metadata - Structured metadata attached to tickets for enrichment and integrations
Managing Custom Fields
Path: /settings/desks/$deskId/tickets
Custom fields let you capture the information that matters most to your team directly on tickets. You can define fields at the desk level or scope them to a specific ticket type (Incident or Request) so they appear automatically across all desks for that type.
Creating custom fields
Go to Settings → Desks → desk → Tickets.
Open Custom fields and click Create custom field.
Enter name and description.
Choose field type and options.
Set whether the field is required and/or internal (visible only to desk members).
Optionally choose a ticket type scope (Incident or Request) to make the field appear on all tickets of that type across every desk, with no per-desk configuration needed.
Optionally define visibility conditions so the field only appears when relevant.
For single/multi select, add the option list.
Save.
Understanding custom field types
Text
Single-line or multiline text.
Number
Numeric value.
Checkbox
Yes/no.
Single select
One option from a list. Configure options when creating.
Multi select
Multiple options from a list. Configure options when creating.
Setting custom field requirements
Required - Field must be filled before the ticket can be submitted or closed (depending on desk configuration).
Internal - Field is visible only to desk members (agents), not to employees submitting requests through the portal and not to the AI agent. A lock icon is displayed on internal fields within the ticket view so agents can identify them at a glance. Note that the internal option is only available for non-mandatory fields - required fields cannot be marked as internal.
Scoping custom fields by ticket type
You can now define custom fields that apply across all tickets of a given type - Incident or Request - regardless of which desk the ticket belongs to. This means you no longer need to configure the same field on every desk individually. Fields scoped to a ticket type appear automatically wherever that ticket type is used.
You can also define visibility conditions on ticket-type-scoped fields so they only appear when relevant to the current ticket context.
Custom field identifiers
Custom field configurations are UUID-keyed, so renaming a field never breaks historical data or existing integrations.
Ordering custom fields
Custom fields are shown in the order returned by the API. Reordering is not available in the UI.
Attaching Custom Metadata to Tickets
In addition to structured custom fields, you can attach arbitrary custom metadata to any service desk ticket. This lets you enrich tickets with context from your own systems - such as account details, priority signals, or workflow-specific data - without relying on workarounds.
Ticket events are published in real time, so downstream automations and integrations can react immediately when tickets are created, updated, or have watchers added or removed.
To attach metadata, use the ticket metadata field available via the API when creating or updating a ticket.
Managing Ticket Tags
Tags are scoped individually to each service desk, so your team only sees and applies tags relevant to that specific desk. This keeps workflows clean and organized when running multiple service desks.
Administrators can also manage tags at the tenant level from a single place, creating, updating, and deleting tags that apply across all service desks in your account to maintain consistent tagging taxonomies at scale.
Creating tags
Open the desk → Tickets tab → Tags section.
Click Create tag.
Enter name and choose a color (from the preset palette).
Save.
You can also create a new tag directly from the ticket preview without leaving the ticket view. This lets you create and assign a new tag in one step, on the fly, without interrupting your workflow.
Editing tags
Click a tag to edit name and color. System tags cannot be edited or deleted.
Deleting tags
Click Delete on a tag. Only non-system tags can be deleted. The tag's usage count is shown; clicking it filters tickets by that tag.
Assigning tags
You can assign tags to tickets using either tag names or tag IDs. Both options are fully supported, making it easier to configure tag assignment in workflows and automations without needing to look up internal IDs.
AI-powered automatic tag classification
Harmony can automatically classify and tag tickets in real time using AI, without any manual effort. As soon as a ticket is created or a new message is added, the classification pipeline analyses the content and applies the appropriate tags automatically. Key behaviors include:
New and updated tickets are classified immediately as they arrive.
Tags you have manually corrected are respected and never overwritten by automatic classification.
A cooldown period prevents unnecessary re-classification of recently tagged tickets, while still allowing reclassification once the cooldown has elapsed.
Default tags for imported tickets
Tickets imported from external service desks are automatically labelled with default tags that indicate both that the ticket was imported and which provider it came from. Supported provider tags include FreshService and JSM (Jira Service Management). This makes it straightforward to filter, search, and manage imported tickets separately from natively created ones.
Managing Ticket Priorities
Priorities (Urgent, High, Medium, Low) are configured in the SLA tab. Set response and resolution time targets per priority. See Automation & SLA for details.
Configuring Ticket Sources
Ticket sources (Slack, Teams, Email, etc.) are determined by how tickets are created. There is no separate configuration UI for sources. Sources are used for filtering, display, and canned-response variables.
Managing Canned Responses
Path: /settings/desks/$deskId/templates
Canned responses (templates) let agents insert predefined replies quickly, allowing your team to respond to frequently asked questions in seconds instead of typing from scratch every time. Configure at Settings → Desks → desk → Templates.
Creating canned responses
Open Templates and click Create template.
Enter name (up to 160 characters) and content using the rich-text editor with full formatting support.
Add variables if needed (e.g.,
{{ticket.subject}},{{reporter}}).Choose Personal (only you) or Shared (all desk members).
Optionally add attachments (when enabled).
Save.
Editing canned responses
Click a template to edit name, content, variables, availability, and attachments.
Managing canned response variables
Use Add variable in the editor to insert ticket data. Available variables include:
{{subject}},{{id}},{{description}}{{reporter}},{{agent}}{{status}},{{priority}},{{source}},{{ticket_type}}{{desk_name}},{{currentUser}},{{portalUrl}}
Variables are replaced with actual values when the template is used.
Sharing canned responses
Personal - Only visible to you.
Shared - Visible to all desk members.
Related Resources
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