Ticket Settings

The Ticket Settings screen allows you to toggle on or off different options that affect email updates with help desk tickets and also specify required fields on a ticket when it is closed.

There are 4 different sections on the Ticket Settings screen

If any changes made on this screen be sure to click the button.

General Settings

• Banner Message: Type a message here to be seen by any user within the district who clicks on the Submit Ticket screen. Best used in cases of known issues that will affect all or most users to avoid getting multiple tickets submitted for a known issue.

• Email Update Format: You can choose to receive email updates in either Text, HTML, or both.

• Email Update Staff: Check this box to send email updates in regards to tickets to staff members.

• Email Update Students: Check this box to send email updates in regards to tickets to students.

• Route Ticket Emails: If the email ticket option is enabled, this will automatically create the tickets if it recognizes the email in the system.

• User Groups: Select the groups in the drop down below that you would like to be able to see the private notes area of the Edit Ticket screen.

• Enable 'Add New Ticket':  If you uncheck this flag, the Add New option on the left navigation panel will no longer be available and the Add New buttons on the ticket manage pages will not show.   With this unchecked, tickets can only be submitted under the Submit Ticket option.

On Status Closed Require

• Closure notes: Checking this box will require the user to add closure notes before closing a ticket.

• Time: Checking this box will require the user to add time spent in the Notes field before closing a ticket.

Ticket Email Settings

• New Email Ticket Notification:  Select a custom email from the dropdown below to send to the email group you’ve chosen. Custom emails can be created or managed under Settings > System > Custom Emails.

• New Email Ticket Email Group: Select the email group from the drop down below that will receive the New Email Ticket Notifications.  Email Groups can be created or managed under Settings > System > Email Groups.

Ticket Notes Default Settings

• Private: If this box is checked, the notes on the Edit Ticket screen will automatically default to private.