This lesson explains the settings for Tickets
General Settings
| Ticket Prefix | This Prefix will appear before the Ticket Number which is generated when a Ticket is raised. If you use another naming convention instead of Ticket, you can change the Prefix to suit. |
| Default Ticket Type (via Addin) |
When a Ticket is created via the Outlook or Gmail Addin, you may set a default Ticket Type. To add further Ticket Types, go to the Ticket Types section below. |
Workflow Settings
| Set Status on Sending Dialogue |
To set the Status of a Ticket when you respond via the Ticket Dialogue, select from one of the options in this dropdown. |
| Set Status on Portal Update |
To set the Status of the Ticket when an update happens on the Portal, select from one of the options in this dropdown. |
| Auto-Prompt Relevant Articles |
If you have added Articles to your Knowledgebase in Tracker and they will assist with Ticket responses, select 'Yes' to auto-prompt you to the article, or 'No' if not required.
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| Send New Ticket Alerts to |
When a Ticket is created, an alert will need to go the person or people who are to deal with it. You will therefore need to add their email address/addresses into this box.
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| Send Ticket Notifications? |
If you want users to be notified of Tickets when they are created, select 'Yes' from this dropdown. To switch this off, select 'No'.
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| Assign New Tickets to Department |
If your Tickets need to automatically be assigned to a specific Department within your business when they are created, you may select one from this list. |
Portal Settings
| Allow Portal Registration |
To allow your Client Contacts to register on your Portal in order for them to create Tickets, select 'Yes' here. If you prefer to send out Portal information and not allow them to register, select 'No'.
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| View Tickets on Portal |
If you want your Clients Contacts to be able to view only their own Tickets on the Portal, select 'Only Tickets raised by Contact'. If you are happy for them to view all of the Tickets raised by other Contacts within the Client, select 'All Tickets for the Company'.
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| Show All Clients |
If Tickets are created internally and a Client name is required against that Ticket, select 'Yes' to show a list of 'All Clients' for the user to select from.
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| Show All Sub-Clients | To show a list of all 'Sub Clients' for internal Tickets, select 'Yes' from this dropdown. If this isn't required, select 'No'. |
| Show All Assignments |
If a Ticket is associated to an Assignment, select 'Yes' here to display all Assignment names. If this isn't necessary, select 'No'. |
Template Settings
| Send Initial Response Email | When a Ticket is raised by the Contact, you can send an Initial Response Email automatically. This will need to be added into the first tab in the box below. |
| Send First Open Response | To let the Contact know that someone is actively dealing with their Ticket when it is opened, add a response in the 2nd tab in the box below. |
| Dialogue Response | To add an automatic Dialogue Response and the details into the 3rd tab in the box below. |
| Send Closure Response | Once the Ticket is resolved, you may send an automatic response which can be added into the 4th tab in the box below. |
Ticket Statuses
You may edit or delete the Statuses in this list to suit your needs, just click into the relevant row and use the buttons to the right. To add a new Status, click the green 'New' button and add a Status name, select the order number for where you want it to appear in your list and add a Ticket State.
Ticket Types
There can be as many Ticket Types as necessary in this list. To edit or delete any which are already created, click into the row and use the buttons on the right. Click the green 'New' button to add further Types.
Add a Ticket Type name and if this Type requires service levels, such as a Fault, select 'Yes' or 'No' if this isn't necessary. If the Ticket is an internal one, you may select 'Yes' in this field, but if it is a Client Ticket, select 'No'.
Ticket Priorities
When a Ticket is created, a Priority can be added and each Priority comes with a Response SLA, which is the number of hours which you should have acknowledged the Ticket in and also a Resolution SLA, which is the number of hours in which the Ticket should be resolved. Click the green 'New' button to add further Priorities, or to edit/delete any which are listed, click into the row and use the appropriate buttons to the right.
