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.

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: snake_case, only 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.

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 "OperatorPanel" or "Operator Panel Settings" section and expand it.
3. Find the "Topics" or "Subjects" 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 modal window or form:
   • "Name" (first field) — enter the topic name, for example: "Technical Support" or "Support Team".
   • "Unique Identifier" (second field) — 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
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.
   • Format: snake_case (for 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.

Identifier Generation Examples

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 subject_alias parameter.

How to Verify Everything Worked

• Check that the new topic appeared in the topics list.
• Check that the identifier has the correct format (snake_case).
• 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).

Related Materials

• Configure ticket parameters
• Create ticket

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 be in snake_case format (lowercase letters, underscores, numbers) for correct work with API and integrations.
• 🎯 Logical order: The "Name" field is displayed first, and "Unique Identifier" second, making the process more intuitive.