General ticket configuration

In this section ticket statuses, ticket types, and ticket groups can be added/removed or edited.

Config -> Support -> General ticket configuration

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TICKET STATUSES

Here is a list of default ticket statuses in Splynx, you can change or remove them and add a new status.

statuses

In some cases additional statuses are needed, as an example, we will create a status "Call scheduled" which means that an admin will call the customer.

create status

Select a description and a icon if needed. You can use icon codes from the following page: https://fontawesome.com/v4.7.0/icons/

icon code

When a new status is created, it will be available in the statuses list for ticket.

TICKET TYPES

ticket types

Ticket types are used to describe the nature of a ticket. For example, it could be an Incident, question, problem or a feature request, etc. You can also configure ticket types to separate which department it is directed to. For example, support, accounts, sales, etc.

ticket types

To add a new ticket type, simply click on the "+" icon at the tope right of the table.

TICKET GROUPS

ticket groups

Ticket groups are used when your system is configured to assign tickets to specific groups(teams).

To edit a ticket group click on the "Edit" button of the group. Here you can select the admins who are in this group and create a relevant description.

ticket groups

edit group

We've selected 2 admins to add to the group "IT" which means that if a ticket is assigned to the group, an admin from this group will get this ticket.

after

It is possible that sometimes an admin from the group didn't get a ticket, but the ticket was assigned to this admin's group. In this case you should check the admin's scope under Administration -> Administrators -> Helpdesk:

scope

Make sure that correct group selected here or the Scope is Global.