Tickets Settings

The Ticket System: Support Logic Architecture
 

The Ticket System is an advanced service-request module designed to organize and streamline customer support through a high-level, 5-step configuration wizard. It transforms customer inquiries into manageable data points by assigning them to specialized departments, tracking progress through custom status labels, and managing team availability via specific working-hour time slots. The system is highly adaptable, allowing you to add custom fields with conditional logic to capture unique data and trigger automated email notifications upon status changes. This centralized functionality connects your Main Tickets dashboard with the Client Portal, ensuring that every inquiry is tracked from creation to resolution while providing a clear audit trail of communication and team assignments.
 

 

 

 

 

How to Open Ticket Settings
 

Follow these quick navigation steps to access the Ticket System configuration wizard:

Step 1: Open Settings   User Profile: Click your name (e.g., "Alpha Dude") in the top right corner of the dashboard. Settings Gear: Select the Settings icon from the dropdown menu.   Step 2: Access Company Settings   Select Tab: Click the Company Settings tab at the top of the page. Ticket Department: Click the Ticket Department link within the list.   Step 3: Begin the Wizard   Modal Trigger: This launches the Ticket Department (1/5) modal. Setup: You can now begin Step 1 by adding departments and assigning team members.

 

 

 

Step 1: Ticket Department Management   This step establishes the functional categories used to organize and route customer support requests.   Core Management Actions   Add (+ Button): Resets the form to create a new department by clicking the plus icon on the right. Edit (Pencil Icon): Loads existing department names and assigned members into the form for modification. Delete (Trash Icon): Removes the department category permanently from the system list.

Department Configuration
 

• Department Name: A mandatory text field used to name the service unit (e.g., Billing, Tech Support).

• Team Member Selection: A multi-select dropdown used to assign specific staff to the department.

• Visibility: Assigned members appear as initials or profile icons in the department table.

 

 

 

 

 

Step 2: Ticket Team Members Management   This phase configures the availability and specific access levels for individual staff members handling tickets.   Core Management Actions   Add (+ Button): Opens the "Appointment" modal to create a new team member schedule. Edit (Pencil Icon): Reloads a team member's working hours, color, and settings into the form for updates. Delete (Trash Icon): Permanently removes the team member's configuration from the ticket system. Copy (Pages Icon): Allows you to duplicate an existing member's configuration to quickly set up another user. Toggle (Show All User Tickets): A switch to grant a member permission to see all organization tickets instead of only those assigned to them.

Team Member Configuration
 

• Name & Color: Select the team member from a dropdown and assign a unique color for visual identification in the UI.
   

• Working Hours:
   

  • Day: Select specific days of the week (e.g., Sunday, Monday).

  • Time Slots: Set "Start Time" and "End Time" for the selected day.

  • Multi-Slot (+/-): Use the plus (+) to add more days/times or the minus (-) to remove a row.
    
     

Navigation & Storage
 

• Progress Status: The modal displays 2/5, indicating the second phase of the setup.

• Data Saving: Clicking Submit saves the schedule to the system.

• Next Phase: Click Next to proceed to Ticket Statuses (Step 3) to define your workflow.

 

 

 

 

Step 3: Ticket Status Management   This step defines the custom workflow labels used to track the progress of each ticket.   Core Management Actions   Add (+ Button): Opens the "Ticket Statuses" modal to create a new category. Edit (Pencil Icon): Reloads English and Hebrew names and the assigned color into the form for updates. Delete (Trash Icon): Permanently removes the status from the workflow list.

Status Configuration
 

• Name English: The primary label for the status in English (e.g., Opened, Closed, Assigned).

• Name Hebrew: The equivalent label in Hebrew or a second language.

• Color Selection: Assigns a unique color swatch for quick visual identification on the main tickets page.

• Submit: Clicking Submit Saves the Status configuration to the system.
  
   

Navigation & Progression
 

• Progress Status: The indicator displays 3/5, marking the middle phase of the wizard.

• Next Phase: Click Next to proceed to Ticket Settings (Step 4) to manage email notifications.

 

 

 

 

 

Step 4: Ticket Settings (Email Notifications)   This step manages automated communication preferences to keep team members and customers informed of ticket activity.   Core Functionality   Purpose: Controls the automated email notification system for the ticket lifecycle. Key Setting: Features a single toggle switch labeled "SEND MAIL ON TICKET CREATE OR CHANGE STATUS ON CREATE AND OPEN". Enabled (Green Toggle): Automatically sends email alerts when a new ticket is created or when a ticket status is set to "Create" or "Open". Disabled: Suppresses automated email notifications for these specific events.

Navigation & Progression
 

• Progress Status: The modal indicator displays 4/5, signifying the penultimate step of the configuration wizard.

• Moving Forward: Click Next to proceed to the final step, Ticket Custom Filed (Step 5), to add specialized data fields to your tickets.

 

 

 

 

 

Step 5: Ticket Custom Field Management   The final step allows you to add specialized data fields to your tickets to capture information beyond the standard requirements.   Core Management Actions   Add Fields: Use the left-side form to define a new field's type, labels, and requirements, then click Save. Edit (Pencil Icon): Click the pencil icon next to any existing field on the right to modify its settings. Delete (Trash Icon): Permanently removes the custom field from the ticket system. Create Group: Organize related fields together by clicking the "Create group" button.

 

 

 

Ticket Custom Field Types   In the final configuration step, you can customize your tickets by choosing from various data input types to capture specific information.   Field Configuration Options   Text: A single-line input for short notes or names. Phone Number: Specifically formatted for capturing contact numbers. Email: Validated field for entering customer email addresses. Number: Restricts input to numeric values, useful for tracking IDs or counts. Yes\No: A simple toggle switch for binary choices. Radio: Allows users to select one option from a custom list. Checkbox: Enables selecting multiple options from a defined set. Select (Options): A dropdown menu for choosing from predefined selections. Text Area: A larger box for detailed descriptions or long-form comments.

 

 

 

 

Tickets Page Overview   The Tickets page is a centralized hub for monitoring and managing customer service requests through visual analytics and detailed lists.   1. Visual Analytics & Reporting   Ticket Graphs: A multi-colored line chart displays ticket trends over time, categorized by status (e.g., Opened, Closed, Assigned). Performance Tracking: Side panels show "Today's Tickets" and "This Month Tickets" to provide a quick glance at current volume.   2. Ticket Management List   Core Information: The main table displays essential data including Ticket Id, Customer Name, Department, and Subject. Status & Urgency: Tickets are marked with color-coded status labels (from Step 3) and star-based urgency levels. Filtering & Search: Users can quickly filter by "All," "Open," or "Closed" tickets, or use the search bar to find specific subjects.   Quick Actions:   Edit (Blue Pencil): Modify ticket details or custom fields. Delete (Trash): Remove a ticket record. Mission (Link Icon): Create a task or mission directly from the ticket.

3. Workflow Connectivity
 

• Single Customer Integration: Tickets are linked directly to customer profiles, showing the specific email and phone number for the contact.

• Team Assignment: Displays assigned team members via initials or profile icons to show who is responsible for the resolution.

• Data Export: Use the Export button to download ticket lists for external reporting.
  
  
  
   

 

 

How to Add a New Ticket   The "Add Ticket" process allows users to create support requests by linking customer details with assigned team members and specific project data.   1. Opening the Form   Access: Click the green "+ Add Ticket" button located at the top right of the main Tickets page. Modal Overlay: A specialized form appears, allowing for full data entry without leaving the dashboard.   2. Core Information Fields   Customer Details: Enter the Customer Name, Email, and Phone Number. Location: Includes fields for the customer's Address and City. Topic & Problem: Define the ticket's Subject (Topic) and provide a detailed description in the Problem (Note) box. Urgency: Set the priority level using a 5-star rating system.

3. Workflow & Assignment
 

• Scheduling: Set a Due Date along with specific From and To times for resolution.

• Routing: Select the responsible Department (from Step 1) and specific Team Members (from Step 2).

• Product Link: Choose the relevant product from the Choose Product dropdown to categorize the issue.

• Attachments: Use the "Choose File" button to upload relevant documents or images.
   

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4. Result & Feedback
 

• Submission: Clicking the final action button saves the record to the tickets table.

• Automated Alerts: If enabled in Step 4, an email notification is automatically sent to the customer and team members upon creation.

• Dashboard View: The new ticket immediately appears in the main list with a status of "Opened".
  
  
  
  
  
   

  Final Summary: Ticket Calendar & Direct Entry   The Calendar View provides a visual workspace to manage team capacity and schedule support tasks in real-time.   1. Calendar Interface & Navigation   - Access: Click the Calendar icon next to the Export button on the main Tickets page. - Layout: Time slots run vertically (6:00, 7:00, etc.), while Team Members are listed horizontally in columns. - Filters: Toggle between Weekly and Daily views to check short-term or long-term availability. Left Sidebar: Includes a mini-calendar for date jumping and a list of active staff with their assigned colors.

  
  
   

  2. Adding Tickets via Calendar   - Quick Entry: Click any empty cell in the grid to open the Add Ticket form. - Auto-Fill: The system automatically populates the Team Member and the From/To times based on exactly where you clicked. - Required Input: You must still add the Customer Name, Topic (Subject), and Problem description manually.   3. Export Functionality     - Reporting: Click the Export button in the top right of the calendar or the main tickets table to extract data. - Usage: Downloads current schedule or ticket list details for external reporting and record-keeping. 4. Synchronization & Display   - Visual Blocks: Once saved, the ticket appears as a colored block in the column of the assigned staff member. - Color Logic: The block matches the unique color assigned to that team member during Step 2 of the setup. - Database Sync: The entry is instantly added to the Main Tickets table and updates the "Total tickets" counter at the top.

  
  
  
   

  Customer Profile: Tickets Tab   The Tickets tab within a specific customer’s profile provides a filtered view of all service requests associated only with that individual.   1. Navigation & Access   - Location: Found in the left-hand sidebar menu of the customer profile page, labeled "Tickets". - Context: This view allows staff to see a customer's full support history without searching the global tickets list.   2. Ticket Information Display   The table provides a concise summary of each request:   - ID (#): The unique identification number for the specific ticket. - Subject: A brief title or topic of the support issue (e.g., "ticktes booking"). - Date: The specific date the ticket was created or scheduled. - Status: The current workflow stage, such as "Assigned" or "Opened".

  3. Management Actions
   

  Quick-action buttons allow for immediate ticket handling:
   

  - View/Edit: Icons to open the full ticket details or modify existing information.

  - Mission Link: A dedicated icon to associate the ticket with a specific task or mission.

  - Delete (Trash Icon): Permanently removes the ticket record for this customer.