Tickets
Ticket workflows, departments, messages, automation, files, and classifiers.
- Tickets settings and their purposeTickets settings determine who sees Tickets, who is notified about them, and which actions occur automatically.
- Services, departments, and Staff visibilityThe **Use services** option enables the Tickets field in forms. Manage the list of services in the Tickets administration section. You can assign a name to each service and, if necessary, an image.
- Tickets notifications and their recipientsWhen **Notify upon the appearance of a new Ticketi** is enabled, Hanna selects the Staff that need to be notified about the new entry.
- Automatic assignee assignmentHanna can assign Tickets assignees based on the customer and department. To ensure clear results, organize the customer assignees and Staff departments before enabling the automation.
- Contact selection and file limitsThe option **Allow Staff to register Tickets for all Contacts** controls which Contacts a team member can select when creating a Ticket. If this option is disabled, a team member—without a general Contacts overview—will only see the Contacts for which they are responsible.
- Automatic conversion of Tickets to TasksWhen automatic conversion is enabled, Hanna can create a linked Task. The Tickets persons responsible become Task executors; therefore, the Ticket must have at least one assignee.
- Status comments and closure questionsWhen **Mandatory comment on status change** is enabled, a comment is required to explain every status change. It is best to state the solution or reason in the comment so that the process flow remains clear for future reference.
- Ticket types, statuses, priorities, and servicesThese lists help classify customer inquiries consistently.
- Ticket departments and email channelsA department can function as a workgroup and a separate email channel. Specify the name and email address in the department card. email address, telephone number, signature, and automatic reply for the new Ticketi.
- Canned responses, spam filters, and fields**Canned responses** help you answer frequently asked questions more quickly. When creating a response, enter a clear title, draft the text, and—if necessary—assign one or more Tickets types. By selecting type Tickets in the form, Hanna can offer solutions tailored to that process.