# 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

- [x] You are logged in with administrator or supervisor rights.
- [x] You have permission to save operator panel settings.

## 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 (operator panel subsection) 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 automatic assignment enabled and a specified topic, 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.

## Related Materials

- [Configure topics](/en/settings/how-to/configure-subjects.md)
- [Configure metrics](/en/settings/how-to/configure-metrics.md)
- [Configure calendars](/en/settings/how-to/configure-calendars.md)
- [Configure operators](/en/settings/how-to/configure-operators.md)
- [Configure chats](/en/settings/how-to/configure-chats.md)

## 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.