Ticket Properties and Metadata

Ticket Properties and Metadata help provide structure to information captured within Freshdesk. Consistent use of ticket attributes ensures requests can be categorised, analysed, reported on and managed effectively. Accurate metadata improves visibility, supports decision-making and helps identify trends, issues and opportunities for service improvement.

Status

Status indicates the current stage of a ticket and helps communicate what action is required next.

Common statuses include:

• Open
• Pending
• Waiting for Customer
• Waiting for Internal Third Party
• Waiting for External Third Party
• Resolved
• Closed

Refer to the Ticket Lifecycle Guide for detailed information on each status.

Priority

Priority indicates the urgency of a request and helps teams determine which tickets require attention first.

Priorities should be used consistently to support workload management and ensure important requests are addressed in a timely manner.

Group

The Group field identifies the team or service responsible for managing the request.

This helps:

• Route requests correctly.
• Support workload management.
• Improve reporting and visibility across services.

Agent

The Agent field identifies the individual responsible for handling a ticket.

Assigning tickets to the appropriate agent helps ensure:

• Clear ownership.
• Accountability.
• Efficient ticket management.
• Improved customer experience.

Type

Type describes the nature of the request and provides a high-level classification of the work being performed.

Using Type consistently helps teams understand the volume and nature of work being received and supports meaningful reporting.

Tags

Tags supplement ticket properties by providing additional information that may not fit within standard drop-down fields.

Tags can be used to:

• Identify recurring issues.
• Highlight trends.
• Support reporting and analysis.
• Enable automations.
• Add useful context to requests.

Tags should not be used to:

• Duplicate existing ticket properties.
• Record personal notes.
• Create one-off descriptors.
• Apply inconsistent classifications.

Support Needed

Support Needed provides a more detailed understanding of the assistance being requested.

This field helps:

• Categorise requests consistently.
• Identify service demand patterns.
• Improve reporting accuracy.
• Support service improvement initiatives.

Why Metadata Matters

Metadata forms the foundation of effective reporting, analysis and service management.

Consistent use of ticket properties and tags helps ensure:

• Requests are categorised correctly.
• Reporting and dashboards are accurate.
• Trends and recurring issues can be identified.
• Workloads can be monitored and prioritised.
• Decision-making is supported by reliable information.
• Teams can identify opportunities for improvement.

The quality of reporting is directly influenced by the quality of information recorded within tickets. Completing ticket fields consistently and applying appropriate metadata helps create meaningful and trustworthy data.

Metadata & Tags Reference Guide

For detailed guidance on ticket properties, tags, metadata standards and tag governance, refer to the:

Metadata & Tags Reference Guide

The guide includes:

• Ticket Property definitions.
• Tag development principles.
• Examples of effective tag usage.
• Metadata governance recommendations.
• Properties versus Tags guidance.