Navigation: Go to Settings > Ticket Management.
Ticket Types
Each type has a name, colour, icon and visibility: Internal or External.
External types appear on the customer portal. Internal types are only visible to your team.
Default external types: Service Request, Spare Part Request and Maintenance Requests.
You can edit the name, colour and icon. Visibility cannot be changed after the type is created.
At least one type must exist. When you delete a type, you are prompted to move its tickets to another type with the same visibility.
Ticket Form
Click the Edit button on a ticket type and select Edit Ticket Form to choose what the form includes.
Ticket title, company, asset and message are always included.
The Parts field can be renamed, made required or removed.
Turn custom fields on for the type and optionally make them required.
Ticket Statuses
The default statuses are Open, Callback, Visit Planned, On Hold, Waiting Input and Closed.
Open is the default status for new tickets. It always comes first. You can rename it but not delete it.
Callback, Visit Planned, On Hold and Waiting Input can be renamed, deleted or reordered.
Add your own statuses between Open and Closed.
Closed always comes last. You can rename it but not delete it.
You can change the colour of any status.
Custom Fields
Available field types are Text, Number, Date, Single Select and Multi Select. Each field can be set to Internal or External. External fields are visible on the customer portal.
Notifications
New Ticket Created: notifies the people you select about every new ticket. Off by default.
External Message for Unassigned Ticket: notifies the people you select about external messages on tickets with no assignee. Off by default.
Assignees automatically receive emails when a ticket is assigned to them or updated, when there is a new internal message, and when they are mentioned in external chat.
Import Data
Use Import Data to bulk upload historical tickets. All imported tickets are set to Closed.
Required fields:
Ticket Type (must already exist)
Ticket Title
Ticket Message
Ticket Created Date (must be in the past)
Optional fields:
Ticket ID (must be unique; generated if left blank)
Company ID
Asset (put each asset on a new line for multiple assets)
Ticket Closed Date (the upload date is used if left blank)
Custom fields