OneDesk gives you the option to enable and customize ticket and task types. It’s best practice to only use these types if you wish to configure unique workflows for each. Avoid creating multiple types if possible to reduce unnecessary complexity in your workflows.

You can find these configuration options in your administrative section. Click the cog icon to access administrative settings, found under ‘more applications’, and select tickets or tasks. You’re able to create up to ten task types and ten ticket types. You can select a color for each type and change its designated icons. You can also rename the type of ticket or task which will automatically change the creation email address.

Each ticket or task type you create can have unique lifecycle statuses, allowing you to create different workflows for each of your item types.