How to Create Custom Ticket Categories and Automate Routing

Introduction

A well-structured ticketing system is the backbone of efficient IT support. Atera lets you categorize tickets—using built-in types, custom statuses, and custom fields—then automate routing based on those categories. In this guide, we’ll show you how to set up product-family custom fields, create custom ticket statuses, leverage default ticket types, and build automation rules to route tickets automatically.

Key Takeaways

• Use Product Family custom fields to tag tickets by service or product
• Create Custom Ticket Statuses to match your workflow (e.g., “Pending Approval”)
• Understand that Ticket Types are fixed to Incident, Problem, Request, Change
• Build Ticket Automation Rules to route tickets based on keywords or field values
• Save Filter Views to monitor tickets by category, status, or assignee

1. Tag Tickets with Product Family Custom Fields

Outcome: Categorize tickets by service line or product for easier routing and reporting.

1. Go to Admin > Data management > Custom fields.
2. Select the Ticket tab and click the edit icon next to Product Family.
3. Click + to add a new family (e.g., “Hardware”) and child values (e.g., “Printer,” “Monitor”).
4. Click Apply—the field now appears on every ticket.

Job-to-Be-Done: As an MSP, tag each ticket by the relevant product so the hardware team only sees “Hardware” tickets, while software issues go to the software queue.

[Insert screenshot of adding Product Family values]

2. Define Custom Ticket Statuses

Outcome: Align ticket lifecycles with your internal processes (e.g., “Awaiting Parts”).

1. Navigate to Admin > Data management > Custom fields.
2. Under the Ticket tab, click the edit icon next to Status.
3. Click Create status, name it (e.g., “Pending Approval”), and choose its behavior (opens/closes).
4. Click Apply—new statuses are now available in ticket workflows.

[Insert table of default vs. custom statuses]

3. Use Industry-Standard Ticket Types

Atera supports four default Ticket Types—Incident, Problem, Request, and Change—which cannot be customized. You can switch existing tenants to these standard types by contacting Atera Support.

4. Automate Routing with Ticket Automation Rules

Outcome: Automatically assign tickets based on category, type, or keywords.

1. Go to Admin > Support and ticketing > Ticket automation rules.
2. Click Add New Rule.
3. Define Conditions (e.g., Product Family = “Hardware” OR Keyword contains “Printer”).
4. Set Actions (e.g., Assign to “Hardware Team,” set Priority to Medium).
5. Save and Enable the rule.

Example: Route all “Monitor” tickets to the desktop support queue and tag them as “Hardware.”

[Insert GIF of creating an automation rule]

5. Save Custom Views for Ongoing Monitoring

Outcome: Quickly access ticket lists filtered by your categories or statuses.

1. In Tickets, apply filters (e.g., Status = “Pending Approval”, Type = “Change”).
2. Click Save as View, name it (e.g., “Pending Changes”), and share with your team.
3. Access saved views anytime from the Views dropdown.

This keeps your queues organized and your SLAs on track.

Build Your Custom Routing Now →

Head to Admin > Data management > Custom fields and Admin > Support and ticketing > Ticket automation rules to set up your first category-based routing.

If you need further details on any specific benefit or on using Atera in your organization, please feel free to Schedule  a no-obligation requirement gathering virtual meeting with our Atera Implementation Experts. Schedule Now

FAQ

1. Can I create new ticket types in Atera?

No—Atera uses the fixed types Incident, Problem, Request, and Change.
 

2. How do I add multiple child values to a Product Family?

Use the + button in the Edit Field window to add each child under your new family.

3. Will custom statuses affect SLAs?

Yes—status behavior (open vs. closed) impacts SLA timers and associated reports.

4. Can automation rules trigger on custom field values?

Absolutely—use any custom field (Product Family, Status, etc.) as a condition.

5. How do I share saved ticket views?

When saving a view, select Share with team to make it accessible to others.