Introduction
The Service Ticket section contains the tools found under Sidebar > Ticket. They control how tickets are raised, routed, approved, escalated, automated and reported, and most of them build on the companies, departments, locations, users and custom fields set up in Config (Section 2).
Together, these modules shape the full life of a ticket: how it is created (manually, by email or on a schedule), which category, status and type it carries, who it is assigned or escalated to, and how technician performance is measured.
Available Modules
The table below summarises the modules covered in this part. Each module has its own section with step-by-step instructions.
Table 3.1.1: Service Ticket modules at a glance
| Module | Description |
|---|---|
| Service Ticket Dashboard | Review ticket counts, statuses, SLA performance, trends, feedback and workload across company, department, technician and user views. |
| My Tickets | View and work with tickets available to the signed-in user, including ticket creation, editing, filtering and common actions. |
| All Tickets | View and manage the organisation’s tickets, subject to the user’s access permissions. |
| Assigned Tickets | Review and work on tickets assigned to the signed-in technician. |
| Not Assigned Tickets | Find and manage tickets that have not yet been assigned to a technician. |
| Spam Tickets | Review tickets classified as spam and use the available actions to manage them. |
| Archived Ticket | Review archived tickets and open their details where available. |
| Ticket Configuration | Set general ticket behaviour, SLA reminders, automatic updates, duplicate-ticket handling and email-to-ticket accounts. |
| Ticket Status | Define the statuses a ticket moves through, with colours, TAT halt and status forms. |
| Status Approval Configuration | Decide which status changes need approval, who approves them and the fallback status. |
| Problem Category | Classify tickets by issue type and set the department, priority, TAT, SLA, tasks and escalation for each. |
| Auto Allocation | Group technicians, set their ticket limits and assign tickets automatically. Monitor live status and work logs. |
| CC Email Group | Create groups of users who are copied on ticket emails for a department and category. |
| Escalation Group | Create groups of users who receive ticket escalations, optionally by location. |
| Ticket Types | Create the ticket classifications that users and technicians choose from. |
| Ticket Trigger | Run automatic actions, such as assigning or notifying, when a ticket matches your conditions. |
| Ticket Incident | Record major incidents, their business impact and the root cause analysis. |
| Ticket Scheduler | Create tickets automatically on a daily, weekly, monthly or yearly schedule. |
| Problem Management | Track underlying problems and the devices and tickets they affect. |
| Technician Leaderboard | Compare technician performance, feedback, escalations and SLA breaches. |
| Service Request | Review personal and organisation-wide requests, record approval decisions, manage SRAT approval teams and maintain dynamic forms. |
Recommended Setup Order
For a smoother setup, configure the modules in the following order, because later modules use records created in earlier ones:
- Review Ticket Configuration first, so general behaviour, notifications and email-to-ticket accounts match your process.\
- Create your Ticket Types and Ticket Statuses, so tickets can be classified and moved through their lifecycle.
- Set up CC Email Groups, Auto Allocation groups and Escalation Groups, so the right people are copied, assigned and escalated to.
- Create your Problem Categories and link each one to its department, priority, TAT, SLA, tasks and escalation rules.
- Add Status Approval rules for any status changes that need sign-off.
- Configure Ticket Triggers and Ticket Schedulers to automate routine updates and recurring tickets.
- Use Ticket Incident, Problem Management and the Technician Leaderboard to record major events, track root causes and monitor performance.