Configure The Ticketing System

Introduction

The ticketing system can be tailored to fit your team's needs in several ways. These options can be found in Settings/Advanced Settings/Helpdesk.

Contents

• Severity Options
• Category Options
• Priority Options
• Rules
• Assigners

Severity Options

Here, you can find a list of the Severity options that 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 they can still continue their operations.
• Critical - the issue is preventing the member from continuing their work.

More options can be added through the Add New Severity button. 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 that 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 are using in your space, such as the members portal.

More options can be added through the Add New Category button. A category 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. You can also enable the automatic assignment to a specific teammate based on Category.

Note: The categories and the severities can be configured on a location level as well. This gives you the flexibility to have only the ones that you need for a specific location. 

Priority Options

Here, you can find a list of the Priority options that 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.

More options can be added through the Add New Category button. A category 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.

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 select how many days a ticket can stay Pending before it is automatically closed. If you leave the field blank, 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 need to do is select the teammate from the drop-down list next to each category in the list and hit Update Assigners.

Note: The ticket assignees are the ones who get notifications about received tickets.

If you have multiple locations you can choose different assigners for every location. Navigate to Workplace Management/Locations, click on one of the locations, and choose the Tickets tab.