Tickets
What it is for
This screen defines how tickets are numbered, which email ticket emails are copied to, and how many hours the team has to resolve each priority (SLA).
How to get there
Settings → Tickets · app.growtek.io/en/settings/tickets
The screen in detail
- Ticket settings: Ticket prefix (for example
TKT) and BCC email. - Response times (SLA): the hours for each priority (Low, Normal, High, Urgent).
What you can do
Configure the prefix and the BCC
- In Ticket settings, type the Ticket prefix and the BCC email.
- Click Save.
warning
Without the BCC configured, emails cannot be sent from tickets (Incomplete configuration notice).
Configure the SLA
- In Response times (SLA), type the hours for each priority.
- Click Save SLA.
| Priority | Suggested value |
|---|---|
| Urgent | 4 h |
| High | 8 h |
| Normal | 24 h |
| Low | 72 h |
Values from 1 to 720 hours are accepted. If you leave a priority empty, the suggested value is used. Each ticket's due date is its creation date plus the hours for its priority, and it is shown in the Due column of Tickets. The change applies to new tickets.
Required permissions
| Action | Permission |
|---|---|
| View the configuration | tickets.read |
| Change prefix, BCC and SLA | tickets.update |