Want to understand how to set up the Ticketing System from the ground up and what team leaders control? Here are answers to the most common questions.
Who can access the Configurations section in the Ticketing System?
Configurations is accessible to Team Leaders only. Agents can use everything built in this section but cannot create or modify configurations themselves.
What are the five areas covered in Configurations?
The section covers five areas: Users and Permissions for managing access and defining what each user can do; Teams for creating work teams and setting working hours; Ticket Templates for defining ticket structure, statuses, assignment methods, and SLAs; Fields for building a reusable field library; and Tags for categorizing tickets.
How do Ticket Templates work and what are the steps to create one?
Templates are created through four steps: Basics to name the template and define its type; Fields to specify the information agents fill in; Statuses to configure sub-statuses for each main status; and Assignment and SLA to choose the assignment method and attach the relevant SLA. The system supports up to 100 templates.
What is the difference between Customer Facing and Internal ticket templates?
In Customer Facing templates, status change notifications are sent to the customer via SMS or email as well as to agents internally. In Internal templates, notifications are sent to internal agents only, with no customer-facing communication.
What custom field types are supported in the system?
The system supports eight field types: single-line text, multiline text, whole numbers, decimals, single select, multi-select, date picker, and file upload supporting PDF, Word, Excel, PowerPoint, images, and videos. Up to 100 custom fields can be created.
What is the difference between disabling a tag and deleting it?
Disabling a tag hides it from the tag selection list while keeping it on tickets it was already applied to and preserving its historical data — it can be re-enabled later. Deleting a tag removes it permanently from the system, from all tickets, analytics, and filters, with no option to recover it.
Have more questions? Browse the Help Center articles or reach out to our support team for further assistance.