⚙️Options

1 - General

Toggle off or on to "Create Comments on Ticket Close". This will require the admin to let the user know the end status when closing the ticket. As well as "Select Item on Ticket Close" which requires the admin to select which item they are closing the ticket for.

• Create Comment on Ticket Close

  • When toggling this option on, agents will be required to leave a comment when they close a ticket.

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• Select Item on Ticket Close

  • When toggled on, agents will be required to assign items to the ticket the are closing out, if an item is not assigned already.

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• Select Hours on Ticket Close

  • When toggled on, agents will be required to enter the number of hours they worked on the ticket.

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2 - Email to Tickets

In order to email in tickets for yourself or others in you team, you must have at least one email set up to email in to. You can start with a general ticket category if you would like to allow every user to email in to the same ticket email.

Select one of your Pre-Assigned Categories from the list.

You will be prompted to select an email for any emails sent in that are not made by your organizations users. These will be forwarded to the assigned email you provide.

You will be given instructions on how to activate the email address.

Once you have activated the address, you will see your help desk email addresses in your "Email to Tickets" Screen

3 - Outgoing Emails

In order to receive emails for Help Desk Tickets, you need to toggle on these outgoing emails.

• Ticket Assigned Email to Agent

  • When toggled on, the console will automatically send an email to the AGENT in which the ticket is assigned.

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• Ticket Assigned Email to Owner

  • When toggled on, the console will automatically send an email to the OWNER in which the ticket is assigned.

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• Ticket Comment Email to Owner

  • When toggling this option on, the console will automatically send an email to the OWNER of the ticket when a comment has been added.

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• Ticket Assigned Email to Admin

  • When toggling this option on, the console will automatically send an email to the ADMIN of the ticket when a comment has been added.

• Ticket Comment Email to Other

  • Toggling this on will send an email to anyone who has commented on the ticket, except the ticket commenter and the admin, when someone adds a comment to the ticket.

• Ticket Closed Email to Assigned Agent

  • When toggled on, the console will send an email to the assigned AGENT when a ticket is closed.

• Ticket Closed Email to Owner

  • When toggled on, the console will send an email to the assigned OWNER when a ticket is closed.

• Ticket Created Email to Owner

  • When toggled on, the console will send an email to the assigned OWNER when a ticket is created.

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