The Manage Ticket Types page enables you to add, edit, and delete ticket types as well as customize which ticket types specific User Classes have access to.
You can also auto-assign tickets, set the due date for new tickets, and activate or deactivate different ticket types.
To get started, navigate to Manage > Administration > Helpdesk > Ticket Types:
Use the actions provided on the page to add, edit, and delete Helpdesk ticket types, or to set up auto-assign rules for specific ticket types.
Adding a New Helpdesk Ticket Type
To add a new Helpdesk Ticket Type, click the Add a New Type button on the upper right (or lower right) corner of the page. A dialog page will open as shown in the below image:
Add the name of the ticket and optionally configure the additional ticket type settings. Here is an explanation of the additional settings:
- Days to Resolve - Use this setting to set a due date or the person that the ticket is assigned to. When the due date is entered, your CRM will email the assigned user a list of tickets on the morning before the tickets are due. The CRM will also email users a list of tickets that are past due until the ticket has been closed.
- Permissions - Use the permission checkboxes to select the User Class(es) that will be allowed to create and view tickets belonging to this ticket type.
- Auto Assign User (every time) - Use this setting to enter the names of users that should always be assigned to the new tickets of this type.
- Auto Assign User (round-robin) - Use this setting to enter a list of users that should be assigned in a round-robin fashion when a ticket of this type is created.
When finished, click Create and the new ticket type will be created.
Editing Helpdesk Ticket Types
To edit a Helpdesk Ticket Type, click the Edit button in the Action column for the specific Ticket Type you would like to edit. A dialog will open as shown in the below image:
From the dialog, you may change the Name, the Days to Resolve, and the user class Permissions. You can also change the status of the ticket from Active to Deactivated:
If you need to set up or change the Auto Assign setting for an existing Ticket Type, click the Auto Assign button and add or delete your preferred users.