Adding Ticket Types

You can create and manage support ticket types, which describes a ticket's current status. The Support Manager has four default, top-level ticket types: Open, On Hold, Closed, and Deleted. Each type is essentially a status category that a support ticket can be in. Additional ticket types can be added to each top-level ticket type to customize your support management. See Managing Departments for more information.

• The Open ticket type indicates that the Support Manager has received the ticket but has not been resolved. The user is actively working with the client to diagnose and resolve the ticket. This is the default status for all new tickets. Any time a client replies to a ticket, the type is automatically set to open.
• The On Hold ticket type indicates that the ticket requires some information or response from the client or from a third party. The ticket is places on hold so that response deadlines are not exceeded while waiting for a response from the client.
• The Closed ticket type indicates that the ticket is resolved and that no further actions can be taken.
• The Deleted ticket type indicates that the ticket has been deleted and no further actions can be taken. A ticket with a deleted type is still in the system, unless you choose to purge these tickets.

Access the Ticket Types Page

1. From the Ubersmith Dashboard, click Settings.
   
   The Ubersmith Settings page appears.
2. From the Support Settings – General section, click Ticket Types.
   
   The Ticket Types page appears.

Complete the Details Tab

1. Click add ticket type.
   
   The Add New Ticket Type page appears.
2. In the Name field, enter the ticket type’s name.
3. In the Status field, select the ticket type for which you want to add the new ticket type. For example you can add a ticket type of new to the open type category.
4. In the Reply Behavior field, select Set Ticket Type and selected the ticket type category to automatically set a new ticket with this configuration or select Open New Ticket and select the ticket type category to automatically open a new ticket with this configuration. This setting will be applied when a reply is received to an existing ticket. For example, if a reply is received from an On Hold ticket, the status is updated to Open.
5. In the Disposition field, select an option to indicate the completion status or resolution of this ticket type.
6. In the Resolution Code field, select Required if you want the resolution code to be required. See Adding Support Ticket Resolutions for more information.
   

Complete the Departments Tab

1. Click the Departments tab.
2. In the Applicable column for each ticket types, select Yes for the ticket types that can be used in the department.
3. In the Client Selectable column for each ticket type, select Yes for the ticket types that your clients can set on their tickets through the Client Portal.
4. Click Save or Save & New.