Ticket Definitions
Configure support ticket categories, priority levels, status workflows, SLA rules, and auto-assignment logic that govern the Tickets module behavior.
Support Ticket Taxonomy
The Ticket Definitions page establishes the categorization and workflow rules for the support ticket system. Every dropdown option, routing rule, and SLA threshold starts here.
🗂️ Category & Priority Architecture
Define ticket categories (e.g., "Billing", "Technical", "Feature Request") and priority levels (Critical, High, Medium, Low). Each combination can trigger different SLA response/resolution windows and auto-assign to specific support teams.
🔄 Status Workflow Configuration
Customize the ticket lifecycle: define available statuses (Open, In Progress, Waiting, Resolved, Closed), set valid transitions between statuses, and configure which status changes trigger notifications or workflow automations.
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