Configuring Ticketing Options

Configuring Ticketing Options

The ticket configuration options allow you to customize various aspects of how tickets are managed and displayed within the system. This includes settings for logging, priorities, views, approvals, and confirmations. Below is a detailed guide to help you configure these options effectively:

Step-by-step instructions

Step 1

Click on PSA >> Ticketing configuration

Step 2

Click on The Edit button

Step 3

Go to the first title, Ticket Logging Settings, to define how you want the tickets to be received. There, you can set the status, priority, and other options.

For example, if you want your ticket to have ticket types choose between "Ticket Type Only" or "Ticket Type and Subject" in the ticket definition option

Or if you do not want the forms to be received as a JSON response, choose the "No" option in the title of "Create JSON Form Data Note":

Step 4

In the second title, Priorities Management, you can review and adjust the priority settings for your tickets: Review how you want to manage the priority of the tickets in Priorities Management.

Step 5

In the third title, Ticket View Settings, you can set how closed tickets are displayed for your users

Step 6

In the section Approvals Module Configuration, you can customize how your approval tickets are processed

Step 7

Finally, in the title Ticket Confirmation Settings, review the ticket timeout confirmation settings. We recommend setting it to at least 1 hour, as less time might be insufficient for approval.

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Step 8

Once you finish the configuration, click the orange 'Save' button located at the top right of the screen