A ticket module names a product area, so a support ticket can say which part of include GO it is about — Payroll, Purchasing, Scheduling, the mobile app. The page subtitle puts it plainly: "Manage the product-area modules used to triage support tickets."
Modules pair with Request Types. The module answers which part of the product a ticket concerns; the request type answers what kind of request it is. Between them your queue sorts cleanly and Support Reporting can show where the volume actually lands.
Where to Find Ticket Modules
From anywhere in include GO, click the Settings icon in the left sidebar. In the Settings sidebar that opens, under the Organization section, click Ticket Modules.
Navigation path: Dashboard → Settings → Organization → Ticket Modules
The Ticket Modules Page
The page shows a table of your modules, sorted by ID. Nothing is seeded — a new business unit starts empty and reads "No ticket modules found" until you add one.
Rows are edited in place. You click into a cell, type, and confirm with the tick at the right end of the row. There is no separate dialog.
What you see on this screen
# | Element | What it shows |
|---|---|---|
1 | Add Ticket Module button | Top-right. Drops a blank row at the top of the table, ready to type into. |
2 | Show archived toggle | Off by default. Turn it on to also list archived modules — useful for restoring one. |
3 | Name column | The product area, e.g. Payroll or Scheduling. This is what your team picks in the Module list. Editable in place. |
4 | Notes column | Optional internal guidance on what belongs under this module. Editable in place; shows a dash when blank. |
5 | Status column | A badge reading Active (green) or Archived (grey). Changed from the right-click menu, not by typing. |
An ID column shows each row's reference number.
Adding a Ticket Module
Click Add Ticket Module, or right-click the grid and choose Add New Ticket Module. A blank row appears pinned at the top with the cursor already in Name.
Type the Name. It is required, capped at 100 characters, and must be unique — a duplicate is refused with "A ticket module with this name already exists for this business unit."
Optionally fill in Notes.
Click the green tick at the right end of the row to save, or the red cross to discard the row.
The new module is active straight away and starts appearing in the Module picker.
One edit at a time. If a row is already open for editing, starting another is refused with "Confirm or cancel the current ticket module edit before adding a new one." Finish the open row first.
Editing and Archiving
Right-click a row for the menu:
Action | What it does |
|---|---|
Add New Ticket Module | Same as the button above the table. |
Edit | Unlocks the row's Name and Notes for typing. Greyed out on archived rows. |
Archive | Shown on active rows. Takes the module out of the picker. A confirmation appears first. |
Activate | Shown on archived rows once Show archived is on. Puts the module back in the picker. |
The Archive confirmation says exactly what happens: "It will no longer appear in the Module picker. Existing tickets with this module are not affected."
Archived modules can't be edited. Activate the row first if you need to change its name or notes.
Where Modules Show Up
The picker appears in the Map Ticket dialog on the Support Tickets inbound queue, under a field labelled Module, next to the Request Type picker. Both are optional and both offer a clear option, so a ticket can be left uncategorised.
Only active modules are offered, in their configured order. Once tickets carry modules, Support Reporting shows a Modules breakdown ranking them by volume across the period you select.
Who Can Edit This Page?
Anyone with the Settings View permission can see the Ticket Modules grid. Adding, editing, archiving, and activating all require Settings Manage Ticket Modules. Choosing a module on a ticket is a separate permission — that needs Tasks Update.
An administrator can adjust these under Roles & Permissions.
Good to Know
Mirror how your product is organised. Modules are most useful when they match the areas your team already talks about — the same names they'd use in a stand-up.
Keep the list short. If a module gets one ticket a year, it is noise in the picker.
Use Notes for the grey areas. When it isn't obvious whether an issue is "Scheduling" or "Mobile", write the rule down so tagging stays consistent.
Rename rather than duplicate. Editing a name updates it everywhere; a near-duplicate splits your reporting between two rows.
Archive what you've stopped using. Retired modules keep cluttering the picker until archived, and archiving leaves existing tickets untouched.
Common Questions
Are there default modules? No. The list starts empty and you define the areas that suit your business.
What happens to tickets already tagged with a module I archive? They keep it. Archiving only removes the module from the picker for new tagging.
Why won't my name save? Names must be unique within the business unit and 100 characters or fewer. A duplicate is rejected with a message naming the clash.
Why is Edit greyed out? The row is archived. Right-click and choose Activate first.
Can a ticket have more than one module? No — one module and one request type per ticket.
Related Topics
Request Types — The request-kind half of ticket triage
Support Reporting — Where the module breakdown appears
Roles & Permissions — Control who can edit ticket modules