The ticketing system can be tailored to fit your team's needs in several ways. These options can be found in Settings > Platform Modules > Help Desk.
Severity options
Here, you can find a list of the Severity options members and teammates will have when creating a ticket. Below is a short description of the default options:
Normal - the issue is problematic, but there is no rush toward resolving it.
Restricted Operations - the member is prevented from working normally but can continue their operations.
Critical - the issue is preventing the member from continuing their work.
Click Add New Severity to add more options. To edit a severity option, click the cogwheel 
next to it and select Edit.
A severity only has two fields:
Label – The name of the severity option.
Color – The highlight color of the severity.
Both of these options can be adjusted for any severity option at any time.
Category options
Here, you can find a list of the Category options members and teammates will have when creating a ticket. Below is a short description of the default options:
Feedback – There is no issue, but a member would like to share their feedback and suggest improvements.
Issue – The member would like assistance with something.
Software – The member has an issue related to the software they use in your space, such as the members portal.
Click Add New Category to add more options. To edit a category option, click the cogwheel next to it and select Edit.
A category only has two fields:
Label – The name of the category option.
Color – The highlight color of the category.
Both of these options can be adjusted for any category option at any time. You can also enable the automatic assignment to a specific teammate based on Category. More on that can be found later in this article.
Note: The categories and the severities can also be configured at a location level. This allows you to have only the ones you need for a specific location.
Priority Options
Here, you can find a list of the Priority options teammates will have when creating or assigning a ticket. This is an internal status that the admin team can use to add another layer of prioritization.
Click Add New Priority to add more options. To edit a priority option, click the cogwheel next to it and select Edit.
A priority only has two fields:
Label – The name of the priority option.
Color – The highlight color of the priority.
Both of these options can be adjusted for any priority option at any time.
Rules
Once a teammate replies to a ticket, that ticket will usually stay Pending until the client replies. That can often not happen once the issue has been resolved, which is why you have the option to automatically close any ticket that has been Pending for a while.
You can choose the number of days a ticket can remain Pending before it is automatically closed. If you leave the field empty, tickets will not change their status automatically.
Assigners
You can choose a teammate who will automatically be assigned to a ticket based on that ticket's category. All you must do is select the teammate from the drop-down list next to each category in the list and hit Update Assigners.
If you have multiple locations, you can choose different assigners for every location. Go to Space > Locations, click one of the locations, and open the Tickets tab.
Note: The ticket assignees receive notifications about received tickets.