Ticketing Configurations

Before your team can start working with tickets, someone needs to set the system up. Configurations is where team leaders build the foundation — defining how tickets are structured, how they're assigned, what SLAs apply, and who can do what. Get this right, and everything else runs smoothly.

Configurations is accessible to Team Leaders only. Agents can use everything built here, but cannot create or modify configurations themselves. It covers five areas: Users, Teams, Ticket Templates, Fields, and Tags.

This is where you manage who has access to the Ticketing System and what they can do with it.

There are two roles: Team Leader and Agent. Once a user is assigned either role, you can configure their advanced permissions:

Agent Capacity can also be managed from here. Set a default capacity limit for all agents, or define specific limits per agent. If an agent already has assigned tickets when a new specific limit is applied, those tickets count toward the new limit. If the new limit is lower than the current number of assigned tickets, the excess tickets will be automatically unassigned.

If a user's Ticketing access is removed after they've been assigned tickets, those tickets remain assigned but the user can no longer access them. A team leader can reassign or unassign on their behalf.

Teams in the Ticketing System work similarly to OmniServe teams, with one key difference: each team is assigned to a single product — either OmniServe or Ticketing. This product assignment cannot be changed after the team is created.

When creating a Ticketing team, only users with Ticketing access will appear in the member selection. Working hours configured for the team affect SLA calculations, so set them carefully.

Auto-reply settings are only shown when OmniServe is selected as the product — they don't apply to Ticketing teams.

Templates are the backbone of your ticketing operation. They define the fields agents fill in, the statuses a ticket moves through, how it gets assigned, and what SLAs apply. Template creation is a four-step process:

Step 1 — Basics: Name the template, choose its type (Customer Facing or Internal), and add an optional description.

Step 2 — Fields: Every template includes eight fixed fields that cannot be removed or reordered: ticket title, description, priority, customer name, customer phone, customer email, assigned team, and assigned agent.

You can add up to 15 additional custom fields from the Fields library. Fields can be reordered and the order matters — it defines how the form appears to agents.

Step 3 — Statuses: Configure the sub-statuses for each of the four main statuses (Submitted, Pending, Ongoing, Resolved).

Each status requires at least one sub-status and supports up to four. For Customer Facing templates, each sub-status has two labels — one visible to agents internally, and one visible to the customer.

Step 4 — Assignment & SLA: Choose between auto-assignment and manual assignment.

Attach an SLA to the template by selecting from existing SLAs or creating a new one. SLAs track time to complete (TTC) and total unassigned time (TUT).

Templates can be edited, copied, or archived. Archiving prevents new tickets from being created with that template, but existing tickets are not affected. The template table shows usage counts so you always know how widely a template is being used.

Limits: Up to 100 templates can be created.

Fields are the building blocks of your templates. Creating a field library first gives you reusable components that can be added to any template without recreating them each time.

Supported field types:

Each field can be set as required or optional, and has its own character limits and validation rules. Field names must be unique — even with archived fields. Fields can be copied, edited, or archived. Archiving a field removes it from all templates going forward, but existing tickets that already used it are not affected.

Limits: Up to 100 custom fields can be created.

Tags let you categorize tickets by business goals, campaigns, or any internal classification that makes sense for your team. They're created in Configurations and can be applied to any ticket by any user.

Creating a tag requires a name (up to 50 characters, no special characters) and a color. Tag names must be unique across the system.

Tags can be disabled without deleting them — a disabled tag stays on tickets it was already applied to and its historical data is preserved, but it's hidden from the tag selection list. Re-enabling a tag brings it back.

Deleting a tag removes it permanently — from the table, from all tickets it was applied to, from analytics, and from filters.

Limits: Up to 350 tags can be created. Once this limit is reached, existing tags must be deleted to create new ones.