# 10.1 Trouble Tickets A ticket applies across different areas: in HelpDesk it is considered as a request by the client, but after the sale it can also be used for internal company requests (non-conformity management) and for project activities (Planning). It is advisable, therefore, to provide for personalised fields to categorise the nature of the ticket. As always, to create a new ticket you can proceed with the button from the HelpDesk module, or with Add Ticket from the report menu of another module. [![10_1_Trouble Tickets_2 .png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/10-1-trouble-tickets-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/10-1-trouble-tickets-2.png)
**Priority** | Customisable: usually on indication of the assistance service |
**Severity** | Customisable: usually it is by indication of the sales person according to the customer's value |
**Category** | Customisable: e.g. complaint, service under warranty or internal request |
**Related to** | Link field with a customer data base (Accounts, Contacts, Leads) |
**Status** | It is essential to know the progress of the ticket (statuses can be changed by the admin user) |
**Hours** | Hours spent on the ticket; when a contract service is connected to the ticket (unit of hours), this value updates the progress of the contract (at ticket closure) |
**Days** | Days used for the ticket; when a contract service is connected to the ticket (day unit), this value updates the progress of the contract (at ticket closure) |
**Project** | Link to a planning sheet (project) |
**Project task** | Connection to an operation sheet (project phase) |