Send Diagnosis Reminders Daily / Hourly: Triggers Diagnostic email reminders at either interval.
Copy private Ticket update emails to hidden comment email: Enabling this will send all private comments to the Tech Notify email,
Enable Intake Form: Customers must sign your Intake Form, containing your Terms and Conditions before moving forward with the Ticket Creation.
Tickets do not email initial problem by default: Customers are not notified of the initial recorded issue during the Ticket's creation.
Enable Due Dates: Allows you to set due dates for Tickets, that will trigger notifications as needed.
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.
Enable Ticket Time Tracking module: Allows you to track how much time is spent in any given ticket by revealing the Ticket Time Tracking module.
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.
Show Ticket Types in Tickets List Page: From the main Ticket View, you'll be able to see the Ticket Type Column:
Enable Ticket Priorities: Allows you to set Ticket Priorities on Tickets so your team knows what to address first:
Ticket Settings continued
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 account.
Inbound Email Alias: This allows you to use your own email instead of the default email in the application.
Tech Reminder Email: Certain reminder triggers will go here to alert all of your Technicians.
Ticket problem types: Create a list of all your commonly encountered problem types. Separate with commas, and use no spacing.
Ticket Status List: Create a list of all your desired Ticket Status's:
Labor Product for Ticket Timer Labor Charges: Using the Time Tracker Module from a Ticket (See Above), you can track time spend on a ticket, and add this time as a Labor charge to that same ticket when the work in complete.
- Fill in the Labor item you'd like to use for Ticket Timer Labor Charges in Ticket Settings.
- Start tracking time on a Ticket.
- When you're finished, stop tracking Time.
- Click "View Log" on the Ticket Timer:
From here, you can automatically charge time spent to the Ticket.
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.
Customize Text for Ticket Charges: Can standardize text for non-timer labor charges in a similar way as the Ticket Timer charges.
Ticket Custom Fields: Please refer to our existing article on this topic.
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