Enable Ticket Resolved Emails: Sends an email automatically to the assigned Customer/Contact on a Ticket when the Ticket status changes to "Resolved"
Send Diagnosis Reminders Daily / Hourly: Triggers Diagnostic email reminders at either interval.
Enable Intake Form: Customers must sign your Intake Form, containing your Terms and Conditions before moving forward with the Ticket Creation.
Enable Outtake Form: Customers must sign your Outtake Form, containing your Terms and Conditions as well as a summary of the work that was performed on the ticket to resolve the ticket.
Enable Due Dates: Allows you to set due dates for Tickets, that will trigger notifications as needed. Due dates can be defined in minutes, hours, or days.
Enable Ticket Assignment: Allows you to assign Tickets to specific Techs.
Create Tickets from Leads (if valid): When a valid Lead is captured, you have the option to convert it to a Customer + Ticket. The inbound communication must have at least a Name and/or Phone number to be able to create a Customer.
Create Tickets from SMS (if valid): When a valid SMS is captured, you have the option to convert it to a Ticket.
Enable Ticket Time Tracking module: Allows you to track how much time is spent in any given ticket by revealing the Ticket Labor Log:
Make Custom Fields Required: A custom field type must be assigned to a ticket upon creation
Enable Internal Ticket Warnings: Turns on the Ticket Warning field in the Customer Detail > Edit page on a per-customer basis.
Ticket Statuses: Allows you to view the default system ticket statuses and rearrange them. You can also add custom ticket statuses. Note- system ticket statuses cannot be deleted.
Additional Settings (Cont.):
Copy private Ticket update emails to hidden comment email: Will send an email to the Private Staff Email listed below when a private comment is made on a ticket.
Tickets do not email initial problem by default: Customers are not notified of the initial recorded issue during the Ticket's creation.
Ticket Comments - do not email comments by default: Public ticket comments will not be emailed to the customer when enabled. They will only see the comments by viewing the ticket in the customer portal.
Ticket Comments - only send SMS during business hours: SMS messages sent from tickets and leads will only send to customers during business hours. If outside of business hours, the message will be queued to send when the business is open:
Ticket Comments - default to Internal instead of External: By default, tickets comments will automatically show on the ticket as Internal and must be toggled to a public note for external communication.
Tickets - Send Ticket Autoresponder for emailed in tickets: When a customer emails and a ticket is created, the system will automatically send them the Ticket Autoresponder confirming the ticket was created.
Use Due Dates in Ticket Dashboard: Allows you to show the due dates for tickets when using the Ticket Dashboard.
Require time entries on ticket comments: Before adding a public or private note, a time entry must be entered in the "minutes spent" field to save the comment:
Additional Settings (Cont.):
Enable Recurring Tickets: Allows you to schedule recurring dates for Tickets. For more information, review this article.
Hide Ticket Status in Customer Portal: Customers will not be able to see the status of their tickets when they're logged into the Customer Portal.
Enable Ticket Priorities: Allows you to set Ticket Priorities on Tickets so your team knows what to address first:
Disable Ticket Progress Widget: Allows you to turn off the progress bar seen at the top of a ticket:
Use Account Name instead of Tech name in Ticket Email headers: When a customer receives an email regarding a ticket, it will show up with your account name rather than the tech's name.
Attach Ticket PDF to all Ticket Comment Emails: Allows you to automatically send your customer the ticket PDF to any ticket communications email that your customer receives.
Tech Assignment defaults to blank when creating new ticket: When creating a new ticket, the assignee will automatically be blank instead of defaulting to the logged in technician
Disable prompt for Open Invoices on Tickets: Disables the popup prompt that is shown when trying to create an invoice for a ticket that already has an open, unpaid invoice:
Ticket Timer - Charge time by default: When using the ticket timer in the labor log, once the timer has been stopped, it will automatically charge the time to the ticket.
Warn if there is uncharged time when a ticket is resolved: Allows you to be warned if a ticket has uncharged time when resolving. More information here.
Additional Settings (Cont.):
Subject for Ticket Comment Emails: This is the subject your Customers will see when you submit a new Ticket Comment.
Private Staff Email: This is where you'll receive alerts from your specific user account.
Tech Reminder Email: Certain reminder triggers will go here to alert all of your Technicians.
If you do not want to receive these notifications (Private Staff and Tech reminder) we would recommend changing them to something other than your email. Some users create a specific email address for the Admin Notifications and another for Tech Reminder emails.
Ticket Timer - Round UP to number of minutes: Allows you to automatically round the ticket timer to 5, 15, 30, or 60 minutes regardless of how much time was logged on the ticket.
Labor Product for Ticket Timer Labor Charges: Allows you to choose the default labor product that will be used when adding time to the ticket timer in the labor log. This product must be a labor product type. More information in our ticket timer article.
Customize Text for Ticket Timer Charges: Use some template tags to standardize the text used in labor ticket timer charges. Can use Ticket tags, Asset Tags, and Customer Tags. More information in our ticket timer article.
Customize Text for Ticket Charges: Can standardize text for non-timer Ticket charges in a similar way as the Ticket Timer charges.
Create new Ticket if Customer replies to an old Ticket that was resolved more than X days ago: Prevent a old ticket from getting re-opened by a customer by setting the amount days after it's been resolved a ticket could be re-opened.
Key Words: Ticket Settings, Ticket Preferences, Ticket Options