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The Settings tab enables you to configure the behavior of the loading process of tickets and their fields. It contains the following subtabs:

  • General: To specify the bulk ticket loading process
  • Priorities: To specify the priorities for a ticket
  • Status: To specify the statuses for a ticket
  • Labels: To specify the labels for a ticket
  • Components: To specify the components for a label
  • Types: To specify the types for a ticket

Configuring the Bulk Ticket Loading Process

By default, if a ticket that is being loaded into LiveVox already exists in LiveVox, the existing ticket is overwritten. If you do not want the ticket to be overwritten:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. In the  General section, clear the following checkbox:  If loading tickets in bulk into LiveVox and the Ticket already exists in LiveVox do you want to overwrite it?

Configuring Priorities

The priority of a ticket indicates the level of urgency and helps you specify the work order of the tickets. By default, the following priorities are available for each ticket type: High, Medium, and Low. You can, however, modify the priorities or create a priority.

To create a priority:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. In the Priorities section, click New.
  4. The New window appears.
  5. Enter a value in the following field: Please enter priority name

  6. Click Save.
    The priority is created.

  • You can modify the values in the following columns:
    • Name: Contains the name of the priority
    • Icon: Contains the icon to represent the priority

    • SLA Hours: Indicates the service-level agreement (SLA) hours for the priority

      • This value appears as the default in the Time Duration (hours) field in the New Service Level Agreement window when you create an SLA.
      • You can create an SLA on the SLAs tab of the Accounts Config window. The window appears when you click the Accounts Config option in the Account section of the Configure tab.


    • Include Saturday: Contains a checkbox to include Saturday in the SLA hours

      If you select this checkbox, the same checkbox is selected by default in the New Service Level Agreement window for the priority.

    • Include Sunday: Contains a checkbox to include Sunday in the SLA hours

      If you select this checkbox, the same checkbox is selected by default in the New Service Level Agreement window for the priority.

    • Public: Contains a checkbox to enable or disable the priority in the Priority drop-down list box of a ticket
    • Default: Contains an option to set the priority as the default value in the Priority drop-down list box of a ticket
  • To modify the order of the priority, use the drag-and-drop operation in the table.
  • To delete the priority, select the row containing the priority, and then click, and then click Yes in the Confirm window.
  • To filter the priorities, in the Filter box, enter the text based on which you want to filter the priorities.

Configuring Statuses

The status of a ticket indicates the progress of a ticket towards completion or resolution. By default, the following priorities are available for each ticket type: Open, In Progress, and Closed. You can, however, modify the statuses or create a status.

To create a status:

  1. On the Configure tab of the LiveVox Portal, click Ticketing >Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. I n the Status section, click New.
    The New window appears.
  4. Enter a value in the following field: Please enter status name

  5. Click Save.
    The status is created.

  • You can modify the values in the following columns:
    • Name: Contains the name of the status
    • Require Comment:  Contains a checkbox to indicate if a comment is required for the status in a ticket
    • Closes Ticket: Contains a checkbox to indicate if the status closes a ticket
    • Public: Contains a checkbox to enable or disable the status in the Status drop-down list box of a ticket
  • To modify the order of the status, use the drag-and-drop operation in the table.
  • To delete the status, select the row containing the status, and then click, and then click Yes in the Confirm window.
  • To filter the statuses, in the Filter box, enter the text based on which you want to filter the statuses.

Configuring Labels

To create a label:

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. In the Labels section, click New.
    The New window appears.
  4. Enter a value in the following field: Please enter label name

  5. Click Save.
    The label is created.

  • You can modify the values in the following columns:
    • Prefix: Contains the prefix of the label
    • Name: Indicates the name of the label
    • Description: Indicates the description of the label
    • Public: Contains a checkbox to enable or disable the label in the Label drop-down list box of a ticket
    • Default: Contains an option to set the label as the default value in the Label drop-down list box of a ticket
  • To modify the order of the label, use the drag-and-drop operation in the table.
  • To delete the label, select the row containing the label, click, and then click Yes in the Confirm window.
  • To filter the labels, in the Filter box, enter the text based on which you want to filter the labels.

Configuring Components

To create a component for a label:

  1. On the Configure tab of the LiveVox Portal, click Ticketing  > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. In the Components section, in the drop-down list box, enter the label for which you want to create a component.
  4. Click New.
    The New window appears.
  5. Enter a value in the following field: Please enter component name

  6. Click Save.
    The component is created for the label.

  • You can modify the values in the following columns:
    • Name: Contains the name of the component
    • Public: Contains a checkbox to enable or disable the component in the Component drop-down list box of a ticket for the associated label
  • To modify the order of the component, use the drag-and-drop operation in the table.
  • To delete the component, select the row containing the component, and then click, and then click Yes in the Confirm window.
  • To filter the components, in the Filter box, enter the text based on which you want to filter the components.

Configuring Types

To create a type:

  1. On the Configure tab of the LiveVox Portal, click Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. Click the Settings tab.
  3. In the Types section, click New.
    The New window appears.
  4. Enter a value in the following field: Please enter type name
  5. Click Save.
    The component is created for the label.
  • You can modify the values in the following columns:
    • Name: Contains the name of the ticket type
    • Public: Contains a checkbox to enable or disable the type in the Type drop-down list box of a ticket
  • To modify the order of the type, use the drag-and-drop operation in the table.
  • To delete the type, select the row containing the type, and then click, and then click Yes in the Confirm window.
  • To filter the types, in the Filter box, enter the text based on which you want to filter the types.
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