Ticket Configuration
This page is a reference for the configuration behind the ticketing system. These lists set the statuses, types and priorities a ticket can take, route notifications, and provide the building blocks for handling support requests.
Ticket Statuses
Section titled “Ticket Statuses”A ticket status shows where a request sits in its lifecycle, such as open, in progress, awaiting customer, resolved or closed. Status flags tell the platform whether action is needed and whether the ticket counts as open, helping teams manage workloads.
Ticket Status Name
Section titled “Ticket Status Name”Basic ticket status information including names, display settings, and positioning.
| Field | Description |
|---|---|
| Ticket Status | Full name of the ticket status |
| Ticket Status (Short) | Short name or abbreviation for the ticket status |
| Ticket Status (Frontend) | Display name for this status shown to customers |
| Ticket Status Display Class | CSS class name used for display styling of this status |
| Ticket Status Display Position | Sort order position for displaying this status in lists |
Ticket Status Flags
Section titled “Ticket Status Flags”Configuration flags that control ticket behavior and visibility.
| Field | Description |
|---|---|
| Ticket Active | Whether tickets with this status are considered active |
| Ticket Requires Attention | Whether tickets with this status require attention |
| Ticket Deleted | Whether tickets with this status are considered deleted |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket status |
| Created | Timestamp when this ticket status was created |
Ticket Types
Section titled “Ticket Types”A ticket type classifies a request by purpose, such as sales, technical support or billing. Each type carries defaults like the assigned team, initial priority and notification routing, so new tickets are triaged automatically.
Ticket Type Name
Section titled “Ticket Type Name”Basic ticket type information including names, display settings, and email configuration.
| Field | Description |
|---|---|
| Ticket Type | Name of the ticket type |
| Ticket Type (Short) | Short name or abbreviation for the ticket type |
| Ticket Type (Frontend/Email) | Display name for this type shown to customers and in emails |
| Ticket Type Display Class | CSS class name used for display styling of this type |
| Ticket Type Display Position | Sort order position for displaying this type in lists |
| New Tickets Email | Email address for new tickets of this type |
Ticket Type Defaults
Section titled “Ticket Type Defaults”Default values applied when creating new tickets of this type.
| Field | Description |
|---|---|
| System Default Priority | Default priority level assigned to new tickets of this type |
| System Default Departments | Default departments assigned to new tickets of this type |
| System Default Users | Default users assigned to new tickets of this type |
| System Default Suppliers | Default suppliers assigned to new tickets of this type |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket type |
| Created | Timestamp when this ticket type was created |
Ticket Priorities
Section titled “Ticket Priorities”A ticket priority sets the urgency of a request, from low to urgent, each with its own styling for quick identification. Priorities help teams allocate resources and meet service levels.
Ticket Priority Name
Section titled “Ticket Priority Name”Priority settings including name, display class, and positioning for ticket priority system.
| Field | Description |
|---|---|
| Ticket Priority | Name of the ticket priority level |
| Ticket Priority (Frontend) | Display name for this priority level shown to customers |
| Ticket Priority Display Class | CSS class name used for display styling of this priority |
| Ticket Priority Display Position | Sort order position for displaying this priority in lists |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket priority |
| Created | Timestamp when this ticket priority was created |
Ticket Activity Types
Section titled “Ticket Activity Types”A ticket activity type defines the kinds of action that can be logged against a ticket, such as a customer reply, internal note or status update. Each type sets notification rules deciding who is alerted when that action happens.
Identification
Section titled “Identification”Basic identification fields for the ticket activity type.
No fields defined for this section.
Ticket Activity Type Name
Section titled “Ticket Activity Type Name”The name and identification details for this ticket activity type.
| Field | Description |
|---|---|
| Ticket Activity Type | Name of the ticket activity type |
Ticket Activity Type Notifications
Section titled “Ticket Activity Type Notifications”Configuration for notifications sent when this activity type is used on tickets.
| Field | Description |
|---|---|
| Notify Users | Whether to notify users when this activity type is used |
| Notify Departments | Whether to notify departments when this activity type is used |
| Notification Text | Text to include in notifications for this activity type |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket activity type |
| Created | Timestamp when this ticket activity type was created |
Ticket Responses
Section titled “Ticket Responses”A ticket response is a ready-made reply template for common support scenarios, saving repetitive typing. Responses can be full messages or reusable snippets, and access can be restricted by ticket type, activity type or user role.
Ticket Response Name
Section titled “Ticket Response Name”Basic response template information including name and display settings.
| Field | Description |
|---|---|
| Ticket Response | Name of the response template |
| Ticket Response Display Class | CSS class name used for display styling of this response |
| Ticket Response Display Position | Sort order position for displaying this response in lists |
Ticket Response Type
Section titled “Ticket Response Type”Configuration for which tickets and users can use this response template.
| Field | Description |
|---|---|
| Ticket Types | Ticket types that can use this response template |
| Ticket Activity Types | Activity types that can use this response template |
| Users | Users who can access this response template |
| Response Type | Type of response this template is used for |
| Response Length | Whether this is a full response or just a snippet |
Ticket Response
Section titled “Ticket Response”The actual response template content.
| Field | Description |
|---|---|
| Content | The HTML content of the response template |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket response |
| Created | Timestamp when this ticket response was created |
Ticket Suppliers
Section titled “Ticket Suppliers”A ticket supplier is an external vendor or specialist who helps resolve tickets, such as an upstream provider. Each supplier holds contact and email settings, so the platform can reach them when their input is needed.
Ticket Supplier
Section titled “Ticket Supplier”Basic supplier information including name and display settings.
| Field | Description |
|---|---|
| Supplier Name | Name of the ticket supplier |
| Supplier Display Class | CSS class name used for display styling of this supplier |
Supplier Email
Section titled “Supplier Email”Email configuration for communicating with this supplier.
| Field | Description |
|---|---|
| Supplier Email Address | Email address for communicating with this supplier |
| Supplier Email Subject | Default subject line for emails sent to this supplier |
| Supplier Email Signature | HTML signature block to include in emails to this supplier |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket supplier |
| Created | Timestamp when this ticket supplier was created |
Ticket Links
Section titled “Ticket Links”A ticket link connects a ticket to a related record, such as an invoice, number or feature. These links give support staff the full context for an issue in one place. Tickets are linked from the ticket page.
Link Details
Section titled “Link Details”This section contains the basic information about the ticket link, including which ticket activity it belongs to and what object it links to.
System Information
Section titled “System Information”System-generated information about when this ticket link was created and last modified.
| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this ticket link |
| Created | Timestamp when this ticket link was created |
Ticket Attachments
Section titled “Ticket Attachments”A ticket attachment stores a file against a ticket activity, such as a screenshot, log or document. Attachments are added and downloaded through the ticket interface rather than configured here.
Related
Section titled “Related”- Ticket Management: the day-to-day ticketing workflow.
- Tickets and Ticket Activities: the API endpoints.
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