How to Configure Ticket Parameters?

Configuring tickets allows you to configure ticket system parameters, such as ticket fields, SLA metrics, and other ticket work parameters.

When You'll Need This

  • You need to configure ticket fields (add or remove fields).
  • You need to set SLA metrics for tickets (resolution time, response time, etc.).
  • You need to configure other ticket system parameters.

What's Important to Know

  • Ticket fields — information stored in a ticket (priority, status, assigned operator, etc.).
  • SLA metrics — service level metrics, such as ticket resolution time, first response time, etc.
  • Settings — affect the work of the entire ticket system.

Before You Start

  • You are logged in with administrator or supervisor rights.
  • You have permission to save settings (canSave).

Step-by-Step Instructions

1. Open Ticket Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Settings" section and expand it.
  3. Click on "Ticket Settings" (/settings-page/op-settings/tickets).

2. Configure Ticket Fields

  1. Review the list of existing ticket fields.
  2. Add new fields or remove unnecessary ones (if available).
  3. Configure field parameters (type, required, etc.).

3. Configure Automatic Ticket Distribution

  1. Find the "Automatic Distribution" or "Auto Assignment" section (if available).
  2. Configure automatic assignment parameters:
    • Enable auto assignment — allow the system to automatically assign tickets to operators when created through scenarios.
    • Consider skill groups — tickets are assigned only to operators who work with the corresponding topic.
    • Consider workload — prioritize operators without active tickets.

How automatic assignment works:

  • When creating a ticket through a scenario with parameter auto_assignee = true and specified topic (subject_alias), the system automatically finds an available operator with the corresponding skill group.
  • The system prioritizes operators without active tickets.
  • If there are none, round robin principle is used (in turn).
  • If no available operators, the ticket remains unassigned and is automatically assigned when an available operator appears.

4. Configure SLA Metrics

  1. Find the "SLA Metrics" section or similar.
  2. Configure metrics:
    • "Ticket Resolution Time" — maximum time for ticket resolution.
    • "First Response Time" — maximum time for first response to a ticket.
    • "Update Time" — maximum time between ticket updates.
    • Other metrics (depending on implementation)
  3. Specify values for each metric (in minutes or hours).

5. Configure Other Parameters

  1. Review other available ticket settings parameters.
  2. Configure them according to your needs.

6. Save Settings

  1. Verify all changes made.
  2. Click the "Save" button at the top of the page.
  3. Wait for a message about successful saving.

What Happens Next

Settings are applied to the ticket system:

  • Ticket fields are displayed according to settings.
  • SLA metrics are tracked and displayed in tickets.
  • The system provides reports on SLA metric compliance.

How to Verify Everything Worked

  • Create a new ticket and check that fields are displayed according to settings.
  • Check that SLA metrics are tracked and displayed in tickets.
  • Check reports on SLA metric compliance.

Important Notes

  • ⚠️ SLA metrics: Setting SLA metrics affects performance tracking and reports — be careful when changing values.
  • 💡 Testing: It's recommended to test settings on a test environment first before applying to production.