Ticket General Settings
Contents
General
Setting Name | Description |
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Ticket Number Format |
The default ticket number format for all tickets, but can be overridden for a single department in the department settings. Can contain alphanumeric characters and special characters -_.+!*, . The following variables are available:
The default value is %N{7}, giving ticket numbers such as 4783783. Other possible examples are listed below:
It is important that the ticket number format generates a unique value for each ticket, and must have some element of randomness or uniqueness in it. |
Ticket Reply Order | Define the order of ticket messages in the ticket view, the following options are available:
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Ticket Notes Position | Define where notes are shown in the ticket view, the following options are available:
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Allowed Attachment File Types | Enter the attachment file types that allowed to be uploaded by users in tickets, separating each file type with a | (no spaces). The default value is 'doc|docx|xml|png|gif|jpg|jpeg|zip|rar|pdf|txt|log '. If you wish to allow any file types, please set the value to '?.* '. |
Statuses
Setting Name | Description |
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Default Open Status | Select the status that all new tickets are set to by default, unless otherwise manually set. Defaults to Open. |
Default Reply Status | Select the status that is used when a user replies to a ticket, only after an operator has replied at least once to the ticket. Defaults to Open. |
Default Resolved Status | Select the status that is used for tickets that are considered as resolved, defaults to Closed. This status is used when a ticket is considered inactive (some time since last reply by operator) and has a status for which tickets automatically close. |
Inactive Tickets
Setting Name | Description |
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Waiting Response Time | Sometimes a user will miss a reply or forget to respond, you can send a reminder that the ticket is waiting for a response back. This setting will send the reminder at least the time specified after the last operator reply. It can be disabled by setting all the fields to 0. |
Close Inactive Tickets | Set a time after which inactive tickets (last response by operator and has a status where tickets automatically close) are marked as resolved. It can be disabled by setting all the fields to 0. |