Ticket Settings

Overview: The Ticket Settings section allows you to configure how tickets are managed, assigned, and viewed within your organization. Customize ticket agents, types, channels, reply templates, and visibility settings to streamline support processes and improve efficiency.

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Key Features

• Ticket Agents: Assign employees to handle and resolve tickets.

• Ticket Types: Categorize tickets for better organization and prioritization.

• Ticket Channels: Control how tickets are raised (e.g., email, web, API).

• Reply Templates: Use pre-generated messages for quick responses.

• Ticket Visibility: Define who can view tickets based on roles and permissions.

• Round Robin Assignment: Distribute tickets evenly among agents for fair workload management.

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1. Ticket Agents

• Definition: Employees assigned to handle and resolve tickets.

• Purpose: Ensure tickets are addressed by the right personnel.

• How to Set Up:

  1. Navigate to Ticket Settings > Ticket Agents.

  2. Assign employees as ticket agents.

  3. Define their roles and permissions.

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2. Ticket Types

• Definition: Categories for organizing tickets (e.g., Technical, Billing, General).

• Purpose: Streamline ticket management and prioritization.

• How to Set Up:

  1. Go to Ticket Settings > Ticket Types.

  2. Add or edit ticket categories.

  3. Assign tickets to these types when raised.

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3. Ticket Channels

• Definition: Sources through which tickets can be raised (e.g., email, web form, API).

• Purpose: Control and restrict ticket submission methods.

• How to Set Up:

  1. Navigate to Ticket Settings > Ticket Channels.

  2. Enable or disable specific channels.

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4. Reply Templates

• Definition: Pre-written responses for common ticket queries.

• Purpose: Save time and ensure consistent communication.

• How to Set Up:

  1. Go to Ticket Settings > Reply Templates.

  2. Create or edit templates for common scenarios.

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5. Ticket Visibility Settings

Control which tickets agents can view based on their role and permissions:

Visibility Options

1. All Tickets:

   • Agents can view every ticket in the system.

   • Ideal for administrators or managers overseeing all operations.

2. Tickets in a Group:

   • Agents can view tickets assigned to their specific group or department.

   • Ensures focus on relevant tasks.

3. Assigned Tickets:

   • Agents can view only tickets directly assigned to them.

   • Provides a focused view of individual responsibilities.

How to Set Up:

1. Navigate to Ticket Settings > Ticket Visibility.

2. Select the desired visibility option for each agent or group.

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6. Round Robin Assignment

• Definition: A fair distribution method for assigning tickets to agents.

• How It Works:

  • Tickets are assigned sequentially or equally among agents.

  • Ensures no single agent is overloaded.

• How to Set Up:

  1. Go to Ticket Settings > Round Robin Assignment.

  2. Enable Round Robin and configure distribution rules.