WP Ticket

For effective and efficient service request management with WPAS extension support

Documentation

Author: eMarket Design
Last Updated: 2017-07-13

Introduction

Allows customer support agents to receive, process, and respond to service requests consistently and efficiently.

Concepts

The following is the definition(s) of the concept(s) covered in the context of WP Ticket app:

Last Updated: 2014-12-14

Tickets

A tickets represents a help request.

Working with Tickets

Using WP Ticket, you can create, modify, delete, and search ticket records, associated taxonomies, or relationships.

Last Updated: 2015-08-23

Creating Tickets

To create ticket records in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Tickets' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
  4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
  6. When you are ready, click Publish. If you do not have publish privileges, the "Submit for Review" button is displayed.
  7. After the submission is completed, the ticket status changes to "Published" or "Pending Review". Users must have "publish" right to publish tickets. Users who do not have "publish" right can still create tickets; however, these tickets must be reviewed and approved by a user with ticket "publish" right. Check Roles and Responsibilities section of this document to see which access groups have ticket "publish" right.

Alternatively, you can create ticket records using the ticket entry form in the frontend by filling out the required fields.

Last Updated: 2014-12-14

Uploading Ticket Attachments

Ticket Attachments file can be linked to Tickets using the admin backend or using the "ticket" entry form in the frontend when creating a new ticket. You can upload unlimited number of Attachments.

After the ticket is created. Only the users who has "publish" right can upload Attachments using the ticket edit screen.

Last Updated: 2015-05-29

Modifying Tickets

Tickets can be modified by clicking on the "Edit" link under the ticket title in the ticket list page in the admin area. Make any necessary changes and then click Publish.

Last Updated: 2015-05-29

Searching Tickets

In WP Ticket, users are only allowed to search tickets they have access to. Users who have access to tickets can search using the filter system in the ticket admin areaor search forms in the frontend

Last Updated: 2015-05-29

Scheduling Tickets

To schedule Tickets for publication on a future time or date in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Tickets' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
  4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
  6. When you are ready, click "Edit" in the Publish area next to the words "Publish immediately". You can also change the publish date to a date in the past to back-date Tickets. Change the settings to the desired time and date. You must also hit the "Publish" button when you have completed the ticket to publish at the desired time and date.
  7. After the submission is completed, the ticket status changes to "Published".
Last Updated: 2015-05-29

Password Protected Tickets

To create a password protected ticket in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Tickets' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
  4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
  6. Click the "Edit" link next to Visibility in the publish box and select "Password protected".
  7. Enter a password that will be required to view that ticket in the text field. The password is limited to 20 characters.
  8. When you are ready, click the "Publish" button (or "Update" if the ticket is already published.)
  9. After the submission is completed, the ticket status changes to "Published".

Only an Administrator and users with "publish" right can change the password set for your ticket or modify visibility setting by clicking the "Visibility: Edit" link again.

When ticket content is password protected, ticket title displays the text "Protected: " before the ticket Title and the content prints a password form with this text: "This content is password protected. To view it please enter your password below:".

If multiple tickets have the same password, one will only have to enter the required password once. Only one password is tracked at a time so if you visit two different tickets with two different password, you must re-enter the ticket password to access content. WordPress saves passwords for maximum 10 days. After this period expires, one must reenter the password again to view the protected content.

Last Updated: 2015-05-29

Private Tickets

Tickets can be privately published to remove them from ticket lists and feeds.

To create a private ticket in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Tickets' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
  4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
  6. Click the "Edit" link next to Visibility in the publish box and select "Private".
  7. Once you change the visibility to private, the ticket status changes to "Privately Published".
  8. When you are ready, click the "UPDATE" button.

Only an Administrator and users with "publish" right for the ticket can change visibility setting by clicking the "Visibility: Edit" link again.

Last Updated: 2014-12-28

Previewing Tickets

To preview ticket content press the "Preview" button - a button directly above the “publish” button - in the publish box before officially publishing or sending for review.

Last Updated: 2014-12-14

Draft Tickets

To create a draft ticket in the admin area:

  1. Log in to your Administration Panel.
  2. Click the 'Tickets' tab.
  3. Click the 'Add New' sub-tab or the “Add New” button in the ticket list page.
  4. Start filling in your ticket fields. You must fill all required fields. All required fields have red star after their labels.
  5. As needed, set ticket taxonomies and relationships. All required relationships or taxonomies must be set.
  6. When you are ready, click "Save Draft" button in the publish box.
  7. After the submission is completed, the ticket status stays at "Draft".
Last Updated: 2015-08-23

Ticket Author

Once the ticket is published the user who created the ticket is assigned as the ticket author. Ticket authors can view and edit the ticket. One can change the ticket author from the author box. The author box drop down is limited to the users who have ticket "publish" right.

Last Updated: 2016-05-15

Creating Custom Fields

WP Ticket Community supports creating of custom fields. Creating of custom fields provides a quick way to allow you to extend the content with key/value pairs also known as meta data. Custom fields store arbitrary extra information about tickets.

To create a custom fields for your tickets

  1. Edit any ticket or create a new one in the admin area. You will see the Custom Fields metabox. if you do not see it, enable it from Screen options.
  2. Creating a custom field requires a key and a value. The key is constant, but the value can change for each ticket. Click on Enter New link or select a key from the dropdown list.
  3. Enter a value and click Add Custom Field button
  4. Repeat the steps above for creating more fields

You can create as many custom fields as you need. If your custom field key may have multiple values, create a new field and use the same key with different values. You can use HTML code in the value box. WP Ticket concatenates each value separated with a space character. By default, WordPress shows 30 custom fields in the dropdown list.

Once you create ticket custom fields, they are displayed in the frontend. The custom fields are available to be for your forms too. You can enable or disable them in the form layouts from WP Ticket menu > Settings page > Forms tab . By default all custom fields are disabled.

Last Updated: 2015-03-20

Setting Priorities

Priority can be set by clicking on the desired option in "Priorities" box and updating/saving the ticket. Setting a value for Priority is optional. Priority is also not organized hierarchically meaning there's no relationship from one Priority value to another.

WP Ticket comes with a preset Priorities defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Priorities.

Last Updated: 2015-03-20

Setting Statuses

Status can be set by clicking on the desired option in "Statuses" box and updating/saving the ticket. Setting a value for Status is optional. Status is also not organized hierarchically meaning there's no relationship from one Status value to another.

WP Ticket comes with a preset Statuses defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Statuses.

Last Updated: 2015-05-29

Setting Topics

Topic can be set by clicking on the desired option in "Topics" box and updating/saving the ticket. Setting a value for Topic is optional. Topic is also not organized hierarchically meaning there's no relationship from one Topic value to another.

WP Ticket comes with a preset Topics defined in detail in Glossary section of this document. Administrators can always add/remove/modify the list based on your organizational needs. Some widgets created upon installation are based on predefined Topics.

Last Updated: 2015-03-20

Displaying Tickets

Displaying Ticket archives can be done by creating a link in the Appearance Menus Screen in the admin area.

Alternatively, if you'd like to display a specific Ticket, you can select the link from Ticket metabox and add it to your menu. If you don't see Ticket metabox, check the Screen Options to ensure it is set to display.

To create a custom link for Ticket archives:

  1. Goto Appearance in the admin menu and click on Menus link
  2. On the right hand side, pick the menu you’d like to include from Select a menu to edit dropdown
  3. Under Links menu navigation item, type in /tickets to the URL field
  4. Type in Tickets or another label describing the custom link URL in the Link Text field
  5. Click “Add to menu” button to add the item to the menu
  6. Pick “primary location” under “Menu Settings” below the menu
  7. Save your menu
  8. Go to the frontend and click on the link you created to access Tickets. Ticket archive page content is only displayed to the authorized users who have access permissions.
Last Updated: 2015-03-20

Email Piping Tickets

Tickets can be created through emails by purchasing WPAS incoming email extension. After activation of the extension, incoming email link will appear under WP Ticket menu in the admin area. WPAS incoming mail extension allows to poll IMAP or POP3 servers, with or without SSL/TLS to receive emails. Polling frequency can be set to allow processing emails in specified intervals.

Using WPAS incoming email extension. You can define specific message processing rules per Ticket:

  • Deleting emails after creating Tickets
  • Setting maximum number of emails to post: a handy feature exp; if you want to accept specific number of Tickets.
  • Protection against spam or unauthorized Ticket creation using email pins, authorized addresses, and banned file names.
  • Allowing visitors(users who do not have publish capability) to create Tickets via email
  • Setting default subject for email without any subject line.

  • Setting separate Ticket post statuses for users and visitors.
  • Using shortcodes to categorize emails or to set values.

Email processing activity history is recorded for processing errors or validations.

Incoming email settings can be configured by selecting WP Ticket menu in the admin area and clicking on Incoming email link.

Last Updated: 2015-03-20

Locking Tickets

In WP Ticket, Tickets are locked during editing, preventing other users from accessing and modifying the Ticket.

If a user clicks to edit one of the Ticket records that's currently locked they are presented with three options in a pop-up dialog:

  1. Go Back - Return to the Tickets listing.
  2. Preview - Preview the current state of the Ticket that's being edited.
  3. Take Over - Lock out the current editor of the Tickets and begin editing. (The other user will receive a notification)

The user that has been locked out receives the following dialog, and is no longer able to edit the Ticket. It can take up to 15 seconds for the current Ticket editor to be notified that another user has taken over.

Last Updated: 2015-03-20

Using Canned Responses

You can use Canned Responses feature for responding to common questions or cases with predetermined responses rather than typing the same answer repeatedly.

Canned Responses feature allows to:

  • Create and manage unlimited canned responses.
  • Categorize canned responses based on the criteria relevant to your organization.
  • Filter through canned responses for easy access to the one you need.
  • Customize your message with ticket attribute tags.
  • Faster message delivery with intuitive interface.

To use this feature:

  1. Create as many Canned Responses as records you need by clicking on Canned Responses menu label. Optionally you can categorize and tag your records for filtering and searching or use tags to customize your message.
  2. Go to an existing Ticket record and add a comment
  3. Click on the Canned Responses button to view the screen
  4. Click on the PLUS icon to add
  5. Post your comment

Canned Response feature is an extension which is sold separately and must be activated to be used.

Widgets

Widgets provide a simple and easy-to-use way of displaying content and features on your sidebars or dashboard.

Sidebar widgets can be added, removed, and rearranged on the WordPress Administration Appearance > Widgets panel. Dashboard widgets can be enabled or disabled using Screen Options tab in your app dashboard page. All widgets have drag-and-drop functionality.

The following sections list the WP Ticket widgets:

Last Updated: 2015-01-02

Recent Tickets dashboard widget

Recent Tickets is an entity dashboard widget which is available in WordPress Dashboard. It shows latest 10 published ticket records without any page navigation links.

Last Updated: 2015-01-02

Recent Tickets sidebar widget

Recent Tickets is an entity sidebar widget. It shows latest 10 published ticket records without any page navigation links.

Standards

Standard views display a single type of content in a custom format and can be used in place of archive views. Administrators can display standard views using their shortcodes by choosing the name of the view you want to display from the WPAS component list after clicking on the WPAS toolbar button on any page.

The following sections list the WP Ticket standard views available:

Last Updated: 2016-05-15

Ticket List

"Ticket List" is a standard view which displays 10 Ticket records per page with a post status of publish in descending order by date. Page navigation is enabled. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Ticket List". You can visit this page to access the view. To display it in another page or post, use [support_tickets] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Integrations

Integration views combine interrelated views of your content in one page to provide a summary or to highlight essential information.

The following sections list the WP Ticket integration views:

Last Updated: 2015-08-24

Registered User Search Ticket

Search ticket view for registered users."Registered User Search Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Search Ticket". You can visit this page to access the view. To display it in another page or post, use [private_search_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Last Updated: 2015-08-24

Registered User Submit Ticket

Submit ticket view for registered users."Registered User Submit Ticket" is a combo report. If you choose to install setup pages during plugin activation, a WordPress page is created with a title of "Registered User Submit Ticket". You can visit this page to access the view. To display it in another page or post, use [private_submit_ticket] shortcode or select the view name from the WPAS component list after clicking on the WPAS toolbar button.

Forms

Forms allow users to enter data that is sent to WP Ticket for processing. Forms can be used to enter or retrieve search results related to your content.

The following sections list the WP Ticket forms:

Last Updated: 2014-12-14

Search tickets

"Search tickets" form is used for searching ticket records from the frontend. You can use [search_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

  • Ticket ID (hidden_func)
  • Email (text)
Last Updated: 2015-12-18

Submit tickets

"Submit tickets" form is used for entering ticket records from the frontend. You can use [submit_tickets] shortcode to display it in a page or post of your choise as well.

The following are the fields used in the form:

  • Ticket ID (hidden_func)
  • First Name (text)
  • Last Name (text)
  • Email (text)
  • Phone (text)
  • Due (datetime)
  • Subject (text)
  • Message (wysiwyg)
  • Attachments (file)
  • Form Name (hidden)
  • Form Submitted By (hidden_func)
  • Form Submitted IP (hidden_func)
  • Priorities (select-only single selection allowed)
  • Topics (select-only single selection allowed)
Last Updated: 2016-05-15

Roles and Capabilities

The following table shows the capabilities and the access roles available in WP Ticket app. "Red" color means the users who belong to the corresponding role do not have the capability. "Green" color means the users who belong to the corresponding role have the capability.

CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
Edit Tickets
Delete Tickets
Edit Others Tickets
Publish Tickets
Read Private Tickets
Delete Private Tickets
Delete Published Tickets
Delete Others Tickets
Edit Private Tickets
Edit Published Tickets
Manage Operations Tickets
Set Author Tickets
Edit Canned Responses
Delete Canned Responses
Edit Others Canned Responses
Publish Canned Responses
Read Private Canned Responses
Delete Private Canned Responses
Delete Published Canned Responses
Delete Others Canned Responses
Edit Private Canned Responses
Edit Published Canned Responses
Manage Operations Canned Responses
Limit by Author Backend Tickets
Limit by Author Frontend Tickets
CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
Manage Priorities
Edit Priorities
Delete Priorities
Assign Priorities
Manage Topics
Edit Topics
Delete Topics
Assign Topics
Manage Statuses
Edit Statuses
Delete Statuses
Assign Statuses
Manage CR Categories
Edit CR Categories
Delete CR Categories
Assign CR Categories
Manage CR Tags
Edit CR Tags
Delete CR Tags
Assign CR Tags
CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
All Relationships are open to public.
CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
View Recent Tickets
Configure Recent Tickets
CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
All Forms are open to public.
CAPABILITYAdministratorEditorAuthorContributorSubscriberShop ManagerCustomer
View Private Submit Ticket
View Private Search Ticket

Notifications

Notifications are email alerts WP Ticket sends when new modifications, additions or changes occur.

Notifications tab can be accessed from Settings > WP Ticket Settings page in the admin area. Using Notifications tab you can:

  • Enable or disable notifications
  • Choose where the notification will be triggered from
  • Customize email content or subject using tags
  • Include CC, BCC, Reply to
  • Choose who will receive notification either by changing Send to address or selecting appropriate relationship checkbox.

For notifications to work, you must be able to send emails from the server WP Ticket enabled. The following sections list the notifications available for WP Ticket:

Administration

Plugins are managed from the Plugins screen in the Administration Screens of your WordPress site. All Plugins listed on this screen are found in your wp-content/plugins directory. Each Plugin has a description in its header section of what it does, an author and website to refer to, and a version number. Find WP Ticket from the list.

Last Updated: 2015-03-20

Installation

To install your WP Ticket Plugin using the built-in plugin installer:

  1. Download WP Ticket Plugin to your desktop.
  2. Go to Plugins "Add New".
  3. Under Upload, click "Browse".
  4. Find the WP Ticket.zip file.
  5. Click Install Now to install the WP Ticket Plugin.
  6. A popup window will ask you to confirm your wish to install the Plugin.
  7. Click Proceed to continue with the installation. The resulting installation screen will list the installation as successful or note any problems during the install.
  8. If successful, click Activate Plugin to activate it, or Return to Plugin Installer for further actions.

After the activation, the WP Ticket plugin setup may display notification asking if you if you'd like to install setup pages or skip setup page installation, click the appropriate button.

Last Updated: 2015-03-20

Uninstallation

To uninstall your WP Ticket Plugin using the built-in plugin installer:

  1. Go to Plugins screen.
  2. Find the WP Ticket Plugin you wish to deactivate and uninstall.
  3. Click Deactivate.
Last Updated: 2016-06-01

Plugin Updates and Upgrades

WordPress auto-update system displays notification in the Admin Bar and also on the plugins page when new version of the WP Ticket is available.

To install the new version, simply hit the "Update automatically" button. WordPress will automatically download the new package, extract it and replace the old files. No FTP, removing old files, and uploading is required.

Last Updated: 2015-06-03

Modifying Form Fields

Administrators can show, hide, and resize form elements by clicking on the Settings page under WP Ticket menu. In addition, form captcha element can be set to "Visitors Only","Always Show", or "Never Show".

Required fields can not be disabled however you can change the column size. The optional fields can be enabled, disabled, or modified to occupy more or less space in the form layout.

Make sure to save your changes after any modification otherwise your changes will not take effect.

Last Updated: 2016-02-27

Localization(l10n)

WP Ticket can be translated into any language by editing wp-ticket-com-emd-plugins.pot and wp-ticket-com.pot files.

  • wp-ticket-com-emd-plugins.pot file is for the components used in WP Ticket.
  • wp-ticket-com.pot file is for the WP Ticket specific strings that need to be translated.

Follow the steps below to fully translate WP Ticket into the desired language:

  1. Copy wp-ticket-com-emd-plugins.pot as language specific .po file such as wp-ticket-com-emd-plugins-tr_TR.po.
  2. Copy wp-ticket-com.pot as language specific .po file such as wp-ticket-com-tr_TR.po.
  3. Use your favorite PO file editor and complete translation strings in the .po files you created.
  4. When translations are completed, create .mo file of each .po file.
  5. Create wp-content/languages/wp-ticket-com directory
  6. Put translated .mo files and .po files in the directory to protect them from getting deleted during plugin updates.
  7. Change the language to the translated language from Settings > General > Site Language.
  8. Repeat the process until you get all strings translated
  9. .
Last Updated: 2014-12-14

Screen Options

Screen Options is displayed as a hanging tab under the toolbar. Click on the Screen Options tab to expand the options available for a particular Screen, check (or uncheck) the desired options, then click the Screen Options hanging tab to collapse the Screen Options. Each screen may have a different set of Screen Options.

Edit page screen options allow the user to decide the edit boxes ,such as taxonomies, relationships or specific boxes such as authors, are presented in the edit area. You can turn on and off the ones that are not needed for a particular edit session.

List page screen options allow users to set the number of records displayed in the list table.

Last Updated: 2016-05-15

Creating Shortcodes

Shortcodes are small blocks of reusable code that can be inserted in a page to generate dynamic and often complex functionality. There is no limit in number of shortcodes that can be created and used. Multiple shortcodes can be used in the same page.

Examples

The following shortcode creates a Ticket List page with tickets of Priorities category.

[support_tickets filter="tax::ticket_priority::is::YOUR TAXONOMY VALUE;"]

The following shortcode creates a Ticket List page with tickets of Priorities category.

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;"]

The following shortcode creates a Ticket List page with tickets of Priorities category where Ticket ID is emd_ticket_id .

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;tax::ticket_priority::is::YOUR TAXONOMY VALUE;"]

The following shortcode creates a Ticket List page with the published tickets of Priorities category where Ticket ID is emd_ticket_id in descending order by comment count, displaying 15 tickets at a time.

[support_tickets filter="attr::emd_ticket_id::is::YOUR ATTRIBUTE VALUE;tax::ticket_priority::is::YOUR TAXONOMY VALUE;misc::post_status::is::publish;misc::order::is::DESC;misc::posts_per_page::is::15;misc::orderby::is::comment_count;"]

Note: Replace YOUR ATTRIBUTE VALUE with the value stored for that attribute and YOUR TAXONOMY VALUE with the slug of the corresponding taxonomy value.

Glossary

Below is the list of attribute and taxonomy definitions.

Last Updated: 2016-05-15

Ticket

A tickets represents a help request.

Ticket ID
Unique identifier for a ticket Being a unique identifier, it uniquely distinguishes each instance of Ticket entity. Ticket ID is filterable in the admin area. Ticket ID does not have a default value.
First Name
First Name is a required field. First Name is filterable in the admin area. First Name does not have a default value.
Last Name
Last Name is filterable in the admin area. Last Name does not have a default value.
Email
Our responses to your ticket will be sent to this email address. Email is a required field. Email is filterable in the admin area. Email does not have a default value.
Phone
Please enter a phone number in case we need to contact you. Phone does not have a default value.
Due
The due date of the ticket Due is filterable in the admin area. Due does not have a default value.
Subject
Ideally, a question title should be a question. It\'s important that the question title is specific and has at least some meaning with no other information. A question such as "Why doesn\'t this work?" makes absolutely no sense without the rest of the question. Subject is a required field. Subject does not have a default value.
Message
Describe the problem or question. Include all necessary details but no unnecessary ones. A short description is easier to understand and will save the reviewer time. Please avoid asking multiple questions in one ticket. Open a separate ticket so that we can better answer your question. Message is a required field. Message does not have a default value.
Attachments
Attach related files to the ticket. Attachments does not have a default value.
Form Name
Form Name is filterable in the admin area. Form Name has a default value of "admin".
Form Submitted By
Form Submitted By is filterable in the admin area. Form Submitted By does not have a default value.
Form Submitted IP
Form Submitted IP is filterable in the admin area. Form Submitted IP does not have a default value.
Priority
When you create a ticket, you should prioritize the ticket based on the scope and impact of the request. Priority accepts multiple values like tags. Priority has a default value of: 'uncategorized'.

The following are the preset values and value descriptions for "Priority:"

CriticalA problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer.
MajorNon critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported services, however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.
NormalRoutine support requests that impact a single user or non-critical software or hardware error.
MinorWork that has been scheduled in advance with the customer, a minor service issue, or general inquiry.
UncategorizedNo priority assigned
Topic
Topics are the categories for tickets. Topic accepts multiple values like tags. Topic has a default value of: 'uncategorized'.

The following are the preset values for "Topic:"

Feature request, Task, Bug, Uncategorized, Order, Presales