Tickets report, automation, and settings
Overview of settings for reports, automated actions, statuses, priorities, services, and access.
Last updated 20 days ago
Tickets report and automation
The Tickets report helps monitor the volume of closed Tickets items, average resolution time, the number of overdue records, and the average delay beyond the deadline. Evaluate the results in the context of the selected time period, departments, assignees, and statuses.
An administrator can enable automatic assignee assignment, Task creation, and the closure of inactive Tickets items. If the result is unexpected, check the Tickets department, Contact, priority, last response time, and automation settings. Automatic actions should be visible in the record history.
Tickets settings for statuses, priorities, services, and permissions
Departments, statuses, priorities, services, types, canned responses, and spam filters are managed in the Tickets section of the system settings. Assign clear names, colors, and display orders to these values. It is safer to disable a value currently in use than to delete it. General settings manage notifications, multiple departments, automatic assignment, conversion, file limits, mandatory comments, and automatic closure. Assign view, create, edit, and delete permissions separately for roles. After making changes, verify the result using a standard user account.
If you do not see the mentioned field or button, check your role, departments, organizational scope, and enabled features. Settings are modified by an administrator. This note applies to all features described in this article.
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