Everything about tickets is set in Settings → Tickets.
Your reference prefix
Reference prefix is the letters in front of every ticket number: 2 to 6 letters or digits. It starts as the first three letters of your company’s name. Ticket numbers start at 1001, so a reference never looks like a conversation number, and a number is never used twice.
Types
Every company starts with two types, which you can change:
- Request: no promise.
- Complaint: acknowledged at once, resolved within 14 days, high priority.
Choose Add type, or open one, to set:
- Name, Icon and Description.
- Who sees it: The customer and your team, or Your team only for internal tickets.
- Promise to the customer: Acknowledge within and Resolve within, in hours, calendar days or working days.
- Fields: details to collect, such as an amount or a transaction reference. Each one can be Required and shown On the customer’s form. Fields come from conversation attributes, which you make in Settings → Custom attributes.
- Person, team and priority for new tickets of this type, an SLA, and labels.
- Complaint: counted in the complaints register and your regulator’s returns.
- Sensitive: on the customer’s help centre page, its messages and fields need the verified sign-in.
- Reopen when the customer replies: off by default. A person then decides whether to reopen.
- Wait for its tasks: a ticket of this type can only be resolved once its tasks are done.
Archive a type you no longer use. Its tickets keep it.
States
Add your own states with Add state, such as “With finance” or “Card ordered”. Each has a Name for your team, a Name the customer sees, and a Category: one of the four kinds of state, which decides how it behaves. The four starting states can be renamed, but not moved to another category.
Working days and holidays
Promises in working days skip weekends and your company’s public holidays. Your country’s holidays are included. Add your own days, such as a company retreat, in Settings → Account settings → Public holidays.
Inboxes that make tickets
Under Inboxes, choose a type for any inbox where every new conversation should become a ticket. This suits a complaints email address. For most inboxes, leave it at Not tickets and make tickets when they’re needed.
Customer messages
Under Customer messages, read and change each message the customer gets: acknowledgement, state changed, reopened, resolved, decision on a complaint, extension and merged. Leave one empty to use the default text, or turn it off. For WhatsApp outside 24 hours, choose your approved utility template. Its two variables are the reference, then the update.
Time spent
Turn on Record time spent if your team should log the minutes they spend on each ticket. The ticket shows the total.
For banks, telecoms and other regulated businesses, see Complaints and your regulator.