Learn the concept
This is the step-by-step. For what it is and how it fits the bigger picture, read Priorities, Categories & Teams in the reference.
This is the step-by-step. For what it is and how it fits the bigger picture, read Priorities, Categories & Teams in the reference.
Setup task
What this does
These settings shape how tickets are sorted and routed: who handles them, how urgent they are, and what they are about.
Where to set them
Go to Menu > Service > Settings.
What to set up
- Teams. The groups that tickets are assigned to, with their members.
- Priorities. Your urgency levels, so the important tickets stand out.
- Categories. What a ticket is about, for sorting and reporting.
Good to know. Set these up before you go live with tickets, so every new ticket can be filed and routed from day one.
Related
- Work a service ticket
- Set up a service customer and portal