Support Ticket Settings

Support Ticket Settings

Support ticket settings allow you to configure how support tickets are managed in EquiBillBook. These settings control ticket creation, assignment, status workflow, and notification preferences for your support system.

What are Support Ticket Settings?

Support ticket settings include:

• Ticket Creation: Who can create tickets and how
• Ticket Assignment: Automatic or manual ticket assignment
• Status Workflow: Ticket status progression and rules
• Priority Levels: Priority classification system
• Categories: Ticket categories and subcategories
• Notifications: Email and in-app notifications
• SLA Settings: Service level agreement configurations
• Auto-responses: Automatic response messages

Accessing Support Ticket Settings

To configure support ticket settings:

1. Navigate to Settings → Support Settings → Support Ticket Settings
2. You'll find various ticket management configuration options
3. Configure settings based on your support workflow requirements

Key Configuration Areas

1. Ticket Creation Settings

Control how tickets are created:

• Who Can Create: All users, customers only, or specific roles
• Required Fields: Mandatory fields for ticket creation
• Ticket Numbering: Auto-generated ticket numbers
• Default Status: Initial status for new tickets
• Default Priority: Default priority level
• Default Category: Default ticket category

2. Ticket Assignment Settings

Configure ticket assignment rules:

• Assignment Method: Automatic, manual, or round-robin
• Auto-assignment Rules: Rules for automatic assignment
• Assignment by Category: Assign based on ticket category
• Assignment by Priority: Assign based on priority
• Load Balancing: Distribute tickets evenly among agents
• Escalation Rules: Auto-escalate unassigned tickets

3. Status Workflow

Define ticket status progression:

• Status Types: Open, In Progress, Pending, Resolved, Closed
• Status Transitions: Allowed status changes
• Required Actions: Actions required before status change
• Auto-status Updates: Automatic status changes based on rules
• Status Notifications: Notify on status changes

4. Priority Levels

Configure priority classification:

• Priority Levels: Low, Medium, High, Critical, Urgent
• Priority Colors: Color coding for priorities
• Priority SLAs: Response time by priority
• Default Priority: Default priority for new tickets
• Priority Rules: Auto-assign priority based on keywords

5. Categories and Tags

Organize tickets by category:

• Ticket Categories: Billing, Technical, Account, Feature Request, etc.
• Subcategories: More specific categorization
• Tags: Flexible tagging system
• Category Assignment: Auto-assign category based on content
• Category Routing: Route tickets by category

6. Notification Settings

Configure ticket notifications:

• Email Notifications: Email alerts for ticket events
• In-app Notifications: In-system notifications
• Notification Events: Which events trigger notifications
• Recipient Settings: Who receives notifications
• Notification Frequency: Real-time or digest

7. SLA Configuration

Service level agreement settings:

• Response Time: Time to first response
• Resolution Time: Time to resolution
• SLA by Priority: Different SLAs for different priorities
• SLA Breach Alerts: Notify when SLA is at risk
• Business Hours: SLA calculation during business hours only

Step-by-Step Configuration

Step 1: Configure Ticket Creation

1. Navigate to Support Ticket Settings → Ticket Creation
2. Set who can create tickets
3. Configure required fields for ticket creation
4. Set ticket numbering format
5. Configure default status, priority, and category
6. Save ticket creation settings

Step 2: Configure Ticket Assignment

1. Go to Support Ticket Settings → Ticket Assignment
2. Choose assignment method (automatic, manual, or round-robin)
3. Configure auto-assignment rules
4. Set assignment by category or priority
5. Configure load balancing if using automatic assignment
6. Set escalation rules for unassigned tickets

Step 3: Configure Status Workflow

1. Navigate to Support Ticket Settings → Status Workflow
2. Define available status types
3. Configure allowed status transitions
4. Set required actions before status changes
5. Enable auto-status updates if needed
6. Configure status change notifications

Step 4: Configure Priority Levels

1. Go to Support Ticket Settings → Priority Levels
2. Define priority levels (Low, Medium, High, Critical)
3. Set color coding for each priority
4. Configure SLA times for each priority
5. Set default priority for new tickets
6. Configure auto-priority rules based on keywords

Step 5: Configure Categories

1. Navigate to Support Ticket Settings → Categories
2. Create ticket categories (Billing, Technical, Account, etc.)
3. Add subcategories if needed
4. Configure category-based routing
5. Set default category

Step 6: Configure Notifications

1. Go to Support Ticket Settings → Notifications
2. Enable email notifications
3. Configure in-app notifications
4. Select notification events (new ticket, status change, assignment, etc.)
5. Set notification recipients
6. Configure notification frequency

Step 7: Configure SLA Settings

1. Navigate to Support Ticket Settings → SLA Configuration
2. Set response time targets
3. Configure resolution time targets
4. Set different SLAs for different priorities
5. Enable SLA breach alerts
6. Configure business hours for SLA calculation

Step 8: Save Settings

Click "Update" or "Save" to apply your support ticket settings.

Best Practices

• Clear Workflow: Define clear status workflow for ticket progression
• Priority System: Use consistent priority classification
• Categories: Organize tickets with meaningful categories
• Notifications: Configure notifications to keep stakeholders informed
• SLA Management: Set realistic SLA targets
• Auto-assignment: Use auto-assignment to improve response times
• Documentation: Document ticket workflow and procedures
• Regular Review: Review and optimize ticket settings regularly

Troubleshooting

Tickets not being assigned automatically?

• Verify auto-assignment is enabled
• Check assignment rules are configured correctly
• Verify agents are available and active
• Review assignment logs for errors
• Check load balancing settings

Notifications not being sent?

• Verify notifications are enabled
• Check email configuration
• Verify notification events are selected
• Check recipient email addresses
• Review notification logs

SLA calculations incorrect?

• Verify SLA settings are configured
• Check business hours configuration
• Verify priority-based SLA settings
• Review SLA calculation logic
• Check time zone settings

Important Notes

• Support ticket settings affect all ticket management operations
• Test settings before applying to production
• Document workflow and procedures for team
• Regularly review and optimize ticket settings
• Monitor ticket metrics to improve settings
• Keep notification settings updated

Additional Resources

For related information, see:

• Support Contact Information article
• Support Email Configuration article
• Notification Settings article
• User Management article

Proper support ticket settings configuration ensures efficient ticket management and customer support. Configure settings based on your support workflow and team structure!