Ticket Definitions
Configure support ticket categories, priority levels, status workflows, SLA rules, and auto-assignment logic that govern the Tickets module behavior.
Last updated: 04/14/2026, 10:12 AM
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<h2>Support Ticket Taxonomy</h2>
<p>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.</p>
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<h3>🗂️ Category & Priority Architecture</h3>
<p>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.</p>
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<h3>🔄 Status Workflow Configuration</h3>
<p>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.</p>
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