Tickets settings and their purpose

Tickets settings determine who sees Tickets, who is notified about them, and which actions occur automatically.

Last updated 13 days ago

You can find the main options under Settings → Tickets. Here, you manage the service scope, department-based access, notifications, staff assignment, file limits, Tasks creation, and status change controls.

Additional lists are located in the Tickets administration section:

types define different service processes;
statuses indicate the process stage;
priorities help determine urgency;
services classify the reason for the customer's inquiry;
departments route Ticket to the appropriate team and can receive emails;
canned responses speed up communication;
spam filters block unwanted emails;
closing questions help finalize the work consistently.

A recommended setup order: first, create your types, statuses, and priorities. Then, configure the departments and their Staff. Next, set up rules for notifications and assignments. Enable file limits, Tasks automation, and closure controls only after the main workflow is running smoothly. If the change affects access, notifications, or automated actions, first test it with a single test Ticket and a limited number of permissions and team member units.

Was this helpful?

Still need help? Ask the team