Configure tickets

Support agent

What you'll achieve

The tickets filed by the agent (or the team) have a number, an owner and a due date, and emails can be sent from them.

Before you start

• Tickets module active.
• Permission tickets.update.
• The team invited with their assignment rules (Phase 8), so that tickets are assigned automatically.

Step by step

1. Open Settings → Tickets.
2. In Ticket settings, set the Ticket prefix and the BCC email. Click Save.
3. In Response times (SLA), type the hours for each priority (Low, Normal, High, Urgent). Click Save SLA.
4. In Team → Members, fill in the Assignment rules for each person who handles tickets: Ticket types they handle, Geographic coverage and Assigned city (required for technicians).

Suggested SLA values: Urgent 4 h, High 8 h, Normal 24 h, Low 72 h (from 1 to 720 hours). Details in Settings → Tickets.

What triggers a ticket

• The support agent escalates a conversation or files a case (sources AI escalation and Filed by the agent).
• An order built over chat with Cart checkout (source Order).
• The customer's Inactivity.
• A team member, with New ticket or Create ticket from a conversation.

How to verify it worked

Create a test ticket with Automatic assignment: it must end up with an owner, the prefix you set and its Due date. If nobody matches the assignment rules, it's created unassigned and a notification warns you.