Ticket settings

The HelpDeskEddy system has flexible working with requests. You can make the basic settings of tickets by going from the Management to the section "Ticket settings".


For access to the section and its subsections, you need to set acceses for selected user group in the section "Groups, access rights".

 

 

 

The section includes subsections:

  • Main:
    • Ticket name at creation (by default);
    • The first answer from the client at ticket creation (default value);
    • Remove quoted text from the email;
    • Accept tickets from a ticket form;
    • Customer Satisfaction Score (CSAT);
    • Copy the available ticket's fields from the parent request to the child;
    • Prevent changing the score on the public page;
    • Automatically ticket customer satisfaction rating;
    • Automatic blocking of closed tickets;
  • Ticket ID;
  • Statuses;
  • Priorities;
  • Types;
  • Ticket's tags;
  • UTM tags.
 


Ticket name at creation (by default) - when you are creating a ticket, the subject field will be filled in as set by default.

 
The first answer from the client at ticket creation (default value) - when agent creating an order it will be set by default - 

 

Remove quoted text from the email - often the client responds to the support employee, quotes the entire correspondence through e-mail - as a result, the correspondence inside becomes long and unreadable. If you wish, you can activate the function of removing the quoted text from the letter - then the quoted text will not be included in the application.


Please note that if while responding to the quoted text, the client makes changes (for example, writes his comment in your response), then it is not listed in the system and will be deleted as quoted.

 
Accept tickets from a ticket form - by default, the support portal has activated the ability to accept requests using a form without authorization.

 

In order to disable it, uncheck the field for accepting tickets using the feedback form. Also affects the feedback form of the Support Widget, which is located in the "Widgets" section.

 

Customer Satisfaction Score (CSAT) - is responsible for displaying the button on the working panel of the ticket. Email template - Request to evaluate the ticket manually to the client, as well as see the customer's comment when hovering over the request.

 

Also, this button is available to the client inside his ticket after authorization in the system.

 
Copy available request fields from the main request to the sub-request - when creating a sub-request, those fields of the parent request that are available to the employee creating the sub-request will be automatically created.

 
Prevent changing the score on the public page - doesn't allow changing the rating on the public page, but only when logged into the system. This function doesn't affect the first rating from the public page in any way.

When you follow the link again in the request letter for the client's assessment, the already given grade will not change:

 

Automatically ticket customer satisfaction rating - Sends the "Template - Request for Proposal Evaluation" message located in the "Notifications" section after a set number of hours. This function will only work if the checkbox next to "Customer Satisfaction Score" is checked. To disable, set the value - 0 hours.


Automatic blocking of closed tickets - automatically blocks any changes (editing) in orders with the "Completed" status after a set number of hours.


Thus, if the user responds to a completed request, which is blocked, a new request is created. If the request wasn't blocked by the system or complete manually, then the old request will automatically change its status to "Open" and display the client's request on a different topic in continuation of the previous discussion.


The blocking message is displayed in the ticket's audit. To disable the function, set the value to 0 hours. Locked licenses can only be manually unlocked.

 

By default, the ID is formed from 3 random letters + 5 random numbers. If necessary, you can set your own request format - to do this, edit, add and remove existing types of fields. With the help of the opened constructor, you can set your own format. .

 

By default, the system has three statuses:

  • Open;
  • In process;
  • Closed.

Please note that the status Open and Closed cannot be deleted, they are default ones - they can be renamed if necessary.


Statuses are edited by analogy with other settings. As well as for the type, a color can be set for each status.

The "Show in Inbox" setting can be used to hide the display of tickets with a specific status in the filter results.

 

System priorities for sorting requests, as well as to draw the attention of employees to the necessary tickets. By default, the system has three priorities:

 

  • Neutral;
  • Medium;
  • Very Urgent.

In the priority settings, you can change the order of priorities, change them or add a new one - the required priority. Note that you have the ability to set a color for each priority, thanks to which your employees will be able to better navigate in requests.

 


 

Types of tickets are used for additional filtering, they are configured by analogy with priorities.

In order for the type of request to be displayed on the working panel of the request, you must set the appropriate access - for the user group in the "Groups, access rights" section by going to the subsection "Management".

 

 

 

 

In the subsection "Tickets" you can add tags, and then use them in calls for additional classification of the requests coming from clients.

To connect the subsection, it is necessary to set permissions for the required user groups in the "Groups, access rights" section in the "Ticket settings" sub-item, as well as in the "Tickets" tab:

  • Show tags - responsible for viewing, includes:
    • Adding only existing tags - restrictions on the use of only tags created in the subsection, disables the ability to edit (add new tags).
    • Edit tags - this setting is responsible for adding new tags and removing tags.
       

 


UTM tag is a parameter that is added to the URL. It is a piece of code and consists of a name and a meaning. Needed to track the effectiveness of advertising campaigns by obtaining information from where the user came from. The UTM label consists of the following fields:

  • Label - approx. utm_source = vk123; utm_source = vk123 & utm_country = ru;
  • The channel of the label is from social networks can have several channels, therefore, you can add your label to each channel, in the case of email, there is only one channel.

 

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