How to Configure Ticket Topics?

Configuring topics allows you to create and manage ticket topics that are used for categorizing and organizing requests. Each topic has a name and a unique identifier (alias) that is used in the system.

When You'll Need This

  • You need to create a new topic for categorizing tickets.
  • You need to edit the name or identifier of an existing topic.
  • You need to organize topics for different types of requests.
  • You need to add custom fields (ticket fields) to a topic.
  • You need to configure SLA metrics and calendar for a topic.

What's Important to Know

  • Ticket topic — a category or type of request (for example, "Technical Support", "Order Inquiry").
  • Unique identifier (alias) — technical name of the topic used in the system (format: lowercase Latin letters, numbers, and underscores).
  • Automatic generation — the system automatically generates an identifier based on the topic name.
  • Transliteration — the system automatically transliterates names from Cyrillic to Latin.
  • Custom fields — each topic can have its own set of ticket fields (text, number, date, list, etc.).
  • SLA and metrics — for each topic you can configure metrics (TFR, TTC) and a calendar for deadline calculation.

Before You Start

  • You are logged in with supervisor or administrator rights.
  • You have access to operator panel settings.

Step-by-Step Instructions

1. Open Topic Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Operator Panel Settings" section and expand it.
  3. Find the "Topics" section and click on it.
  4. A page with a list of existing topics opens.

2. Create New Topic

  1. On the topics page, click the "Add Topic" or "Create Topic" button.
  2. In the topic edit form, fill in the "Basic Information" block:
    • "Name" — enter the topic name, for example: "Technical Support" or "Support Team".
    • "Unique Identifier" — the system automatically fills this field based on the name:
      • If name is in Latin: Support Team → support_team
      • If name is in Cyrillic: Матеріальна допомога → materialna_dopomoga
      • Special characters and emoji are removed: 🔥 Новий тест → novyi_test
    • "Weight" — number from 1 to 999; affects the display order of topics.
    • "Confidential topic" — enable if the topic contains sensitive data (access restrictions).
    • "Parent topic" — select a parent topic to create a hierarchy (subtopics).
  3. Verify the generated identifier.

3. Verify Identifier Uniqueness

  1. After automatic identifier generation, a "Verify" button appears next to the field.
  2. Click the "Verify" button to ensure the identifier is unique.
  3. The system shows a message:
    • "Identifier available" — if such identifier is not yet used.
    • "Identifier already exists" — if such identifier is already used by another topic.

4. Automatic Duplicate Handling

  1. If the generated identifier already exists, the system automatically adds a suffix:
    • If support_team already exists → system generates support_team_1
    • If support_team_1 also exists → system generates support_team_2
    • And so on until a free identifier is found
  2. You can manually edit the identifier if needed.

5. Manual Identifier Editing

  1. You can always manually edit the automatically generated identifier.
  2. After manual editing, automatic generation stops for this topic.
  3. When manually editing, the system checks the format:
    • Allowed characters: lowercase Latin letters, numbers, and underscores.
    • Example: technical_support, order_inquiry.
  4. If the format does not meet requirements, the system shows a validation error.

6. Save Topic

  1. Verify the topic name and identifier.
  2. Click the "Save" or "Create" button.
  3. Wait for a message about successful topic creation.

7. Edit Existing Topic

  1. In the topics list, find the topic that needs to be edited.
  2. Click on the topic or the "Edit" button.
  3. Change the name or identifier (if needed).
  4. If changing the identifier, the system checks its uniqueness and format.
  5. Click "Save" to apply changes.

8. Add Custom Fields (Ticket Fields)

Each topic can have its own set of fields that the operator fills when working with a ticket (order number, category, priority, etc.).

  1. Open the topic for editing.
  2. Expand the "Ticket Fields" block.
  3. Click "Add field" or select a field from the field library.
  4. Configure the field:
    • Type: text, long text, number, boolean, date, list, API select, file.
    • Name — displayed to the operator.
    • Key — technical identifier (e.g. order_number, product_category).
    • Levels: shown when creating a ticket or when viewing.
    • Required — check if the field is mandatory.
    • For list type — add choice options.
    • Use in filters — enable this checkbox if the field should appear in OperatorLine filters (section «Dialog filters» → additional filters for tickets). The checkbox is in the field edit form, among other options (Required, Levels, etc.). After saving the topic, the field will appear in the additional filters section for tickets. Important: for the operator to see this field in filters, the request type "Ticket" must be selected in the filter builder — otherwise custom fields are not displayed. Limitation: filter fields are shown from all topics — regardless of which topic is selected in the filter (or with no topic selected).
  5. Save the topic — fields will appear in the ticket form when this topic is selected.

Field library (entity)

Field library — a shared pool of field definitions for the entire instance. It is available in the "Ticket Fields" block when editing any topic.

  • Where to find it: in the topic edit form, "Ticket Fields" block — "Available fields" list and "Create field" button.
  • How it works: a field is created once (via "Create field" or by selecting from existing ones) and then added to the topics that need it. The same field can be used in multiple topics.
  • Changes: if you edit a field in the library (e.g. name or type), the changes apply to all topics that use that field.

9. Configure SLA and Metrics for Topic

For each topic you can set metrics (TFR, TTC) and a calendar — SLA deadlines are calculated based on working hours.

  1. Open the topic for editing.
  2. Expand the "SLA and Metrics Configuration" block.
  3. Select a calendar — working hours for deadline calculation (if not selected, 24/7 is used).
  4. Add metrics — click "Add metric", select a metric from the list (e.g., TFR, TTC) and specify the target value (hours, minutes, seconds). The system stores the value in seconds.
  5. Save the topic.

Important: Metrics and calendars must be created in advance in Metrics and Calendars sections. Metrics are linked to the topic via topic–metric–target value binding.

Identifier Generation Examples

Topic NameGenerated Identifier
Support Teamsupport_team
Матеріальна допомогаmaterialna_dopomoga
Support + допомогаsupport_dopomoga
🔥 Новий тестnovyi_test
Technical Support 24/7technical_support_24_7

What Happens Next

Topic is created and added to the system:

  • Topic appears in the topics list and is available for selection when creating tickets.
  • Topic identifier is used in the system for automatic ticket distribution to operators with corresponding skill groups.
  • Topic can be used in scenarios through the topic identifier.

How to Verify Everything Worked

  • Check that the new topic appeared in the topics list.
  • Check that the identifier has the correct format (lowercase letters, numbers, underscores).
  • Try creating a ticket and check that the topic is displayed in the list of available topics.
  • Check that when changing the topic name, the identifier does not change automatically (after creation).

Important Notes

  • 💡 Automatic generation: The system automatically generates an identifier based on the name, which significantly saves time and reduces errors.
  • 🔄 Transliteration: The system automatically transliterates names from Cyrillic to Latin, so you can use Ukrainian names.
  • ✅ Uniqueness: The system automatically checks identifier uniqueness and adds a suffix if necessary.
  • 📝 Format: Identifier must contain lowercase Latin letters, underscores, and numbers — for correct work with integrations.
  • 🎯 Logical order: The "Name" field is displayed first, and "Unique Identifier" second, making the process more intuitive.
  • 📋 Custom fields: Ticket fields are configured separately for each topic — different topics can have different sets of fields.
  • ⏱️ SLA and metrics: Metrics and calendar for a topic allow tracking response and closure deadlines based on working hours.