3 months ago

3 months ago

Tickets Documentation

68

Tickets Settings

General Settings

  • Reply/Notifications for Anonymous Tickets (sends emails to non-users)Yes / No
  • Reply/Notifications to ticket owner for new tickets via POP3 downloadYes / No
  • Ticket ViewsYes / No
    • Show "Users viewing this Ticket"
  • Ticket Views TimeoutSeconds
    • Changes how long the "Users viewing this Ticket" alert will display for
  • Auto Archive TicketsYes / No
    • This will automatically flag closed tickets that are older than the specified age below. Tickets are not deleted from the database, but they are not visible. This should improve speed on larger databases.
  • Auto Archive Tickets Older ThanMonths
    • Sets the time period after which tickets will be automatically archived.

Guest Settings

Guest Portal allows users who are not registered to submit Tickets

  • Guest PortalYes / No
    • Enables or disables Guest portal access
  • Auto Create UsersYes / No
    • Sets whether users will be created for each unique Ticket submitted through the guest portal
  • Ticket ViewsYes / No
    • Show "Users viewing this Ticket"
Status

Statuses can be added and configured by administrators to allow custom statuses for sorting and filtering. e.g. "In Progress", "On Hold" etc.

Click on the link under the Name column to edit an existing Status

Adding a Status

Click on the Add button on the right hand side to add a new Status

  • NameText
    • The name of the new Status
  • ColourText
    • Select a colour to signify this Status. Please ensure this colour has sufficient contrast with the text colour to ensure readability.
  • TypeOpen / Closed
    • Changes whether this status shows the ticket as Open or Closed for filtering
Priorities

Priorities can be added and configured by administrators. 

Click on the link under the Name column to edit an existing Priority

Adding a Priority

Click on the Add button on the right hand side to add a new Priority

  • Name Text
    • The name of the new Priority
  • Colour Text
    • Select a colour to signify this Priority. Please ensure this colour has sufficient contrast with the text colour to ensure readability
Categories

Click on the link under the Name column to edit an existing Category

Adding a Category

Click on the Add button on the right hand side to add a new Category

  • NameText
    • The name of the new Category
Custom Fields

Custom Fields allow administrators to further customise Tickets to any use case. 

Click on the link under the Name column to edit an existing Custom Field

Adding a Custom Field

Click on the Add button on the right hand side to add a new Custom Field

  • NameText
    • The name of the new Status
  • Enabled Yes/No
  • Guest & Submitter can view/edit Yes/No
    • If set to "No", this Custom Field will only be visible to users with higher permission groups than Guest & Submitter
  • Input TypeDropdown
    • Text Input
      • A short Text Input box
    • Text Area
      • A large Text Area which allows multi line text content to be submitted
    • Drop Down
      • A drop down which allows users to select from a list of options
      • If adding a Drop Down, you must add Options before Adding the Custom Field
    • Date
      • A text field which has a calendar selection popup
    • Date & Time
      • A text field which has a calendar selection & time selection popup
    • Check Box
      • A box which can be toggled to on or off
      • If adding a Check Box, you must add Option(s) before Adding the Custom Field