General ticket configuration
In this section ticket statuses, ticket types, and ticket groups can be added/removed or edited.
Config -> Support -> General ticket configuration
Here is a list of default ticket statuses in Splynx, you can change or remove them and add a new status.
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.
Select a description and a icon if needed. You can use icon codes from the following page: https://fontawesome.com/v4.7.0/icons/
When a new status is created, it will be available in the statuses list for ticket.
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.
To add a new ticket type, simply click on the
"+" icon at the tope right of the table.
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.
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.
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:
Make sure that correct group selected here or the Scope is Global.