Ticket Miscellaneous (Settings)
There are several miscellaneous settings which affect the way in which various aspects of the Tickets module work:
Accessing Ticket Miscellaneous Settings
Settings > Ticket Settings > Miscellaneous.
Miscellaneous Settings
Each of the miscellaneous ticket settings are described below:
Default email address to send ticket notes from, when email can not be automatically determined
If CommTrak is unable to determine the email address from which to send emailed ticket notes, the email address specified in this field will be used.
Daily quota in minutes for tickets
This field is used to specify the number of minutes in a standard working day, and is used as a comparison against the amount of chargeable / non-chargeable time that a user has allocated to ticket notes.
The comparison is shown in the Tickets Dashboard, Billing tab, Target Time chart series.
Enable ability to ignore ticket email senders to avoid creating new tickets and notes
Please refer to the following article for further information about this feature:
Enable emailing of new tickets to customers by default
When a new ticket is created manually, this setting determines whether or not the Email Customer checkbox is ticked by default:
The CommTrak user can tick or untick this option, as required, at the time the ticket is being created.
Enable emailing of ticket notes (Company-wide default)
Default Yes.
If this option is set to Yes, users will receive Ticket email notifications if the Ticket is all allocated to them or a Ticket Department of which they are a member.
A user can override this setting if they prefer not to receive Ticket email notifications: My Details > Preferences
Enable emailing of ticket deadlines
Default Yes.
If this option is set to Yes, users will receive Ticket email notifications for Ticket deadlines.
Preferred method of determining labour charge rate (refer to Labour Rates Matrix)
Default Ticket Type.
Charges for Ticket labour are, by default, based on Ticket Type, as defined in the Labour Rates Matrix.
To change labour charging to be based on the selected Activity within Tickets, change this setting to Activity.
For further information about Productivity Activities and labour charges, please refer to the following articles:
Include ticket subject in email replies sent to customer
If this option is set to Yes, the subject of the ticket will be included in the subject of any email reply that is sent to a contact, from a ticket note.
This feature is intended to prevent ticket loops between CommTrak and third-party ticketing systems which may be used by your customers. If the any of your customers use a ticketing system that generates its own unique ticket ID, set this option to Yes, to ensure that the third-party ticket ID will remain in the email subject.
Re-open closed/cancelled ticket when customer replies
If set to Yes, a closed or cancelled ticket will have its status automatically changed to Open if a contact sends an email reply to a ticket note.
Although it may seem intuitive to always have a closed ticket reopen, upon receipt of a subsequent reply from a contact, it should be considered that the department or individual to whom the ticket is allocated, will receive an email notification of the contact's reply (if ticket notifications have not been disabled). This enables the CommTrak user to review the response and determine if the ticket status should be updated manually.
Period in minutes in which SLA approaching deadline will be highlighted
Tickets for which an SLA (Service Level Agreement) deadline is approaching, will be highlighted on the Active Tickets screen; this setting determines how far in advance of the deadline, the highlighting should occur.
Period in minutes after SLA that has passed first response deadline will send expiration notice email
When an SLA (Service Level Agreement) deadline has been breached, an expiration notice email will be sent to specified recipients (see the setting immediately below); this setting determines how long after the deadline breach, the expiration email notice will be sent.
List of comma separated emails to which SLA expiration notice emails will be sent
A list of emails, separated by a comma, to which the SLA (Service Level Agreement) expiration notice email will be sent.
Folder to store PDF generated SLA reports
When an SLA report is generated (via the Customer Screen SLA field), the PDF file is saved in the customer's documents library, in the folder specified in this setting.
The folder must exist prior to accessing the Ticket Miscellaneous settings screen. If a folder is not specified in this settings, the report will be saved in the customer's Unclassified folder.
For further information about the Customer Documents Library, refer to the following article section:
Ticket viewing method (Company-wide Default)
Default Popup window.
Determines how a Ticket will be displayed when viewed by a user in CommTrak. By default, Tickets are displayed in a separate pop-up browser window.
This setting can be changed to New Tab, which will display Tickets in a new tab in the current browser window.
Each CommTrak user can override this setting to their own preference: My Details Preferences.
Show note ID in Ticket notes
Default No.
Determines if Ticket Note ID and link are displayed in each Ticket Note's header.
Saving the Settings
If any of the Miscellaneous ticket settings have been modified, click to retain the updates.