SupportPal Documentation

Ticket Settings

Settings related to tickets. Access by going to Settings and opening the Ticket box in the sidebar.

Canned Responses

Often you may find that you are writing similar responses on a number of tickets, canned responses allow you to save predefined messages that can be applied when replying to a ticket.

Channels

Channels are the available methods that a ticket can be opened and replied to by. Each channel may have its own settings, and some can be activated/deactivated. In the case of social channels, such as Facebook and Twitter, multiple accounts can be created to handle incoming messages.

Custom Fields

Ticket custom fields let you create your own fields for collecting and storing useful data for a specific ticket. Various types of fields are available, and can be required to be filled in or hidden to the user.

Departments

Departments can be used to divide your operators, along with the tickets that each group of operators handles, into a distinct folder.

Feedback Forms

Feedback forms are a way of collecting insightful and useful feedback from users. Different forms can be configured for different groups of tickets based on a flexible conditions system.

Filters

You can create filters to quickly find tickets that match predefined search criteria. They can be private to you, or shared with specific operator groups.

General Settings

General settings related to tickets.

Holidays

Holidays are considered when working out the due time of a ticket that falls under an SLA plan. One-off and recurring holidays can be set-up.

Macros

Macros let you run multiple actions on a ticket with a single click manually or automatically, through the cron job or hook points. Macros are useful for common updates made on tickets.

Priorities

Ticket priorities are used to define the urgency of a ticket. They can be utilised in SLA plans to allow different due times to be set based on the urgency of the ticket.

Schedules

Schedules are the working hours of your staff. Schedules are utilised in SLA plans when calculating the due time of tickets, letting you set up different schedules for different SLA plans.

SLA Plans

SLA plans are a way of guaranteeing a level of service you will provide to customers and providing targets to staff by defining times that a ticket must be answered and resolved by. A different time can be set for the first response to the overall ticket resolution, and SLA plans can incorporate schedules to ensure due times only factor working hours (excluding defined holidays).

Statuses

Ticket statuses are used to determine the stage that a ticket is currently at. All new tickets are given the default open status and when a ticket is considered resolved, it should be set to the default resolved status.

Tags

Ticket tags can be used as another way of grouping together similar and related tickets. Multiple tags can be applied to a ticket.