Configuring Ticket Management Settings
Administrators can configure help service ticket management on the portal. Workflow triggers are configurable so that ticket statuses are automatically updated. Email notifications are also available to notify ticket owners and portal users.
Requirements
To configure Ticket Management Settings, users must be assigned a security role with one of the following permissions:
- Administrator System Role
- Additional Settings: Enable Service Management Access
To configure ticket management settings:
Navigate to Setup > Service Management > Ticket Management. Settings can be configured via the following menu tabs:
Ticket Submission
- Select the status to set when a new ticket is created: This will be the default status whenever a ticket is created.
- Send a confirmation email to the portal user when a new ticket is created: If enabled, select the email template used to send a confirmation email to the portal user when a new ticket is created.
- Notify the ticket owner when a new ticket is created: If enabled, select the email template used to send a confirmation email to the ticket owner when a new ticket is created.
Click Apply to save your changes.
Ticket Comment Submission
- Enable rich-text for comment: Enable this to allow rich-text for ticket comments.
- Select the status to set when a new ticket comment is created: Select the status to set on the ticket when a new comment is created.
- Send a confirmation email to the portal user when an agent leaves a comment: If enabled, select the email template used to send a notification email to the portal user when an agent posts a comment on the ticket.
- Notify the ticket owner when a new ticket comment is created by the portal user: If enabled, select the email template used to send a notification email to the agent when the portal user posts a comment on the ticket.
Click Apply to save your changes.
Ticket Closure
- Select the status to set when a ticket is closed: This will be the default status whenever a ticket is closed.
- Send a confirmation email to the portal user when the ticket is closed: If enabled, select an email template used to send a confirmation email to the portal user when the ticket is closed.
- Notify the ticket owner when a ticket is closed by the portal user: If enabled, select an email template used to send a confirmation email to the ticket owner when the ticket is closed by a portal user.
Click Apply to save your changes.
Ticket Re-Open
- Reopen Ticket Subject Prefix: Specify the subject prefix of the ticket when a ticket is being re-opened.
- Select the status to set when a ticket is re-opened: This will be the default status whenever a ticket is re-opened.
- Send a confirmation email to the portal user when a ticket is re-opened: If enabled, select the email template used to send a confirmation email to the portal user.
- Notify the ticket owner when a ticket is re-opened by the portal user: If enabled, select the email template used to send a confirmation email to the ticket owner.
Click Apply to save your changes.
Ticket Layout
- Layout: Choose the ticket detail layout. The Enhanced layout is optimized for a user-friendly customer and partner ticketing/support experience, while the Standard layout is more generic, flexible, and can be used for a wider range of user cases.
Enhanced Layout Configuration
If the enhanced layout is selected, the layout can be configured.
To add a field to the right sidebar, click Add Field, select a field, and then click Add Field. You can use the hamburger icons to drag and drop to reorder the fields. You can click the X icon to remove the field.
To add additional buttons to the layout, use the Additional Buttons (Actions) section. Move desired button to the right sidebar and use the hamburger icons to drag and drop and reorder the buttons.
Click Apply to save your changes.