Configuring Helpdesk Ticket Settings

• Overview
• Navigating to Helpdesk Ticket Settings
• How does the Helpdesk ticket system work?
• How to create and manage Helpdesk Ticket Types
• How to create and manage Helpdesk Ticket Categories
• How to create and manage Helpdesk Ticket Outcomes
• How to configure global Helpdesk settings
• Frequently Asked Questions

Overview

The Helpdesk in Merchant Central is highly customizable to fit your customer support workflows. By configuring custom ticket types, categories, and outcomes, you can automate ticket handling, streamline agent responsibilities, and improve tracking and reporting.

These features ensure your team can manage support tasks more efficiently—whether it's handling address changes, updating account details, or resolving merchant issues.

This guide will walk you through how to configure ticket types, organize them using categories, and track resolutions using outcomes.

Navigating to Helpdesk Ticket Settings

1. In Merchant Central, click Manage in the left-side panel.
2. Select Helpdesk.
3. Choose one of the following tabs:
   • Ticket Types
   • Ticket Outcomes

   • Ticket Categories

     

How does the Helpdesk ticket system work?

When a user creates a new ticket, selecting a specific Ticket Type automatically applies predefined settings like:

• Ticket permissions
• Auto-assignment rules
• SLA deadlines
• Custom checklists

For example, creating an Address Change ticket could:

• Set priority to Normal
• Assign a 1-day SLA
• Auto-assign to the Support/Operations team using round-robin

Tickets can also be organized into Categories, simplifying search and reporting. When a user selects a category, the Ticket Type dropdown updates automatically to show only the related ticket types.

Each ticket can end with a predefined Outcome—like "Agent Resolved" or "Couldn't reproduce"— to help track resolution quality. 

Comprehensive ticket reporting is available on the Helpdesk page, where reports can be filtered by category, ticket type, outcome, and other parameters

How to create and manage Helpdesk Ticket Types

1. Go to Manage → Helpdesk → Ticket Types.

2. Click Add Ticket Type in the top-right corner.

   

In the new ticket type popup window fill out the configuration fields:

• Ticket Type Name: The name shown in the Ticket Type dropdown when creating a new ticket
• Active: Toggle on/off availability
• Add To Top of List/End of List: Determines whether the ticket type appears at the top or bottom in the ticket type dropdown list
• Default Priority: Normal, Medium, Rush
• Default Category: Link to a ticket category
• Additional Information: Short description or ticket instructions
• Days to Resolve: SLA in days (optionally count only business days)

Additional ticket type options are displayed in collapsible sections.

• Default Values: Set default subject and body with dynamic placeholders (use the @ symbol to insert a placeholder in the subject line or description)
• Checklist: Step-by-step resolution guide with optional attachments
• Permissions: Define who can access this ticket type
• Auto-Assign Rules: Assign specific users or user classes to every ticket or distribute ticket assignments using the round-robin method
• Attachments: Automatically attach files from linked lead when they match selected labels (requires the HELPDESK_AUTO_ASSIGN_ATTACHMENT flag to be enabled)

💡The Auto Assign By User Class From Lead option assigns the ticket to selected user classes if they are assigned to the related lead. This feature requires the HELPDESK_AUTO_ASSIGN_LEAD_USER flag to be enabled. 

Once you've configured your settings click Add to save the new ticket type.

To update or delete a ticket type, use the action shortcuts on the Ticket Types tab.

How to create and manage Helpdesk Ticket Categories

1. Go to Manage → Helpdesk → Ticket Categories.

2. Click Add Ticket Category.

   
3. In the popup, enter:
   • Category Name
   • Associated Ticket Types
   • Linked Ticket Outcomes
4. Click Add to save.

Each ticket type can belong to only one category, but categories can include multiple ticket types. Categories make it easy to filter tickets in the Helpdesk view.

You can delete or edit ticket categories from the Actions column on the Ticket Categories tab.

How to create and manage Helpdesk Ticket Outcomes

1. Go to Manage → Helpdesk → Ticket Outcomes.

2. Click Add Ticket Outcome.

   
3. Fill out:
   • Outcome Name and Description
   • Associated Ticket Categories
   • (Optional) Enable Set Linked Lead to New Status to auto-update a lead’s status when this outcome is selected.
4. Click Add to save.

Outcomes appear when resolving a ticket and help clarify the disposition. This data can be filtered in reports to analyze trends or spot inefficiencies.

You can delete or edit ticket outcomes from the Actions column on the Ticket Outcomes tab.

How to configure global Helpdesk settings

1. Go to Manage → Helpdesk → Settings.
2. Configure:
   • Default Notification Rule for ticket comments
   • Max Assigned Users limit per ticket
   • Resolved Ticket Behavior
     • Allow comments; do not re-open ticket: Users can comment on resolved tickets, but the tickets will remain resolved. 
     • Lock the ticket; no comments or changes: No further comments or edits are allowed on resolved tickets.
     • Allow comments form non-Merchant users; do not allow comments from Merchant users: Only non-Merchant users can comment on resolved tickets. Merchant users cannot comment. 
     • Re-open ticket or create a new ticket:  Select the number of days this rule applies (e.g. 5 days). Comments posted within that period reopen the resolved ticket; comments posted after it create a new ticket linked to the original. 

   • Custom Channels for ticket creation sources

     

Changes are saved automatically. 

ℹ️ The Resolved Ticket Behavior option is currently in beta. To enable it, contact Support and ask them to enable the HELPDESK_RESOLVED_TICKET_BEHAVIOR feature flag. 

Frequently Asked Questions

Can I assign one ticket type to multiple categories?
No. Each ticket type can only belong to one category.

Can checklists include attachments?
Yes. Each checklist item can have files attached.

What happens if I deactivate a ticket type?
It will no longer be selectable for new tickets, but existing tickets of that type remain accessible.

How does round-robin assignment work?
New tickets are distributed evenly among selected users or user classes.

Can I auto-update a lead’s status based on a ticket resolution?
Yes. Use the Set Linked Lead to New Status feature when configuring ticket outcomes.