Once you have created support ticket escalations, you can perform various actions on them. Viewing Ticket Escalations Access the Ticket Escalations page In the escalation’s row, click view. The View Ticket Escalation page...
This document provides an overview of the components and suggested configuration to deploy Ubersmith in a way that ensures the availability of the system when a hardware or network failure occurs. The use of physical or virtual machines for the...
Versions of Ubersmith prior to 4.6.0 relied on the time zone configuration within the individual Ubersmith containers. Newer versions of Ubersmith now support the configuration of a TIMEZONE environment variable. The value used by the TIMEZONE...
The items listed below are required for supported instances of Ubersmith, and are part of our standard Ubersmith terms of service. Support for the Ubersmith hardware and host environment remain the responsibility of the client. However, the...
Custom ticket fields extend the information available to be stored for ticket, beyond the general system fields. You will first need to add a custom ticket field group, as a higher-level category, then add custom fields to the corresponding...
Ticket resolutions describe the end state of a ticket based on your support users actions. For example, if your client’s problem was resolved you can use “fixed” to signify that the ticket needs no further action. You can require...
You can create separate support departments for different support requests such as billing or technical support. Departments exist across brands, so if you create a department, it will be available for every brand. This topic covers configuring...
This page defines your Support Manager email settings, including your support email, your support From address, and your emergency notification address. Access the Support Email Addresses Settings Page From the Ubersmith Dashboard,...
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...
Once you have created support ticket resolutions, you can perform various actions on them. Editing Ticket Resolutions Access the Ticket Resolutions page In the resolution’s row, click edit. The Edit Ticket Resolution page...