Terminology
Rename "Tickets" to match your business language
Not every business calls them "tickets." If your team uses a different term — Cases, Requests, Issues, Jobs, or something else entirely — you can change the label so the helpdesk speaks your language.
How it works
Navigate to Settings > Terminology to set your preferred label. You will see two fields:
- Singular — e.g. "Case", "Request", "Issue"
- Plural — e.g. "Cases", "Requests", "Issues"
As you type the singular form, the plural is auto-suggested (you can override it if needed). Click Save to apply.
Where the label appears
Your custom terminology is reflected everywhere the word "Ticket" would normally appear:
- Sidebar navigation
- Dashboard stat cards
- Ticket list page heading and filters
- Ticket detail page
- Contacts page (ticket history section)
- New ticket creation dialog
This gives your team a consistent, familiar experience without any confusion.
CRM sync and locking
If your organisation uses CRM integration with Custom Objects, the terminology label is used as the Custom Object name in your CRM. Because of this:
Once you confirm terminology for CRM sync, the label is locked and cannot be changed. This prevents naming conflicts with the Custom Object already created in your CRM. Choose carefully before confirming.
If CRM integration is not active, you can change terminology at any time.