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The Settings tab enables you to define the behavior of the loading process of tickets and their fields.

Defining the Bulk Ticket Upload Process

To define the behavior of the uploading process of accounts: 

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. If you want a ticket that already exists in LiveVox to be overwritten when the same ticket is uploaded to LiveVox, in the General section, select the  Bulk Ticket Upload checkbox. Otherwise, clear the checkbox.

Defining Priorities and Their SLAs

The priority of a ticket indicates the level of urgency and helps you specify the work order of the tickets. 

You can define the options that appear in the Priority field of a ticket by creating ticket priorities. Each of the priorities that you create is displayed as an option in the Priority field of a ticket. By default, the following priorities are available for each ticket type: High, Medium, and Low. You can, however, modify these priorities.

You can also define the service-level agreement (SLA) limit for a ticket priority. 

SLA metrics can be monitored on the ticket dashboard.

To create a priority and define its SLA:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Priorities section, click New.
    The New window appears.

  3. In the Please enter priority name field, enter a name for the priority, and then click Save.
    The priority is created, and it appears in the Priorities section.

     This priority appears as an option in the Priority field of a ticket.


  4. In the row displaying the priority, click the Icon cell, and then select the icon by which you want to represent the priority.

  5. If you want to define the service-level agreement (SLA) hours for the priority, in the row displaying the priority, click the SLA Hours cell, and then enter the value you want. 

    If you want the SLA hours to include Saturdays or Sundays, select the Include Saturday or Include Sunday checkbox, respectively.


  • If you do not want a priority to appear as an option in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, clear the Public checkbox.
  • If you want to set a priority as the default priority in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, select the Default option.
  • The order in which the priorities appear in the Priorities section represents the order in which they appear as options in the Priority field of a ticket. You can modify the position of a priority by dragging the name of the priority in the Priorities section to the position you want.
  • In the Priorities section, you can:
    • Modify the name of a priority by clicking the Name cell in the row displaying the priority and then entering the name you want.
    • Search for a priority by entering in the Filter box the partial or complete name of the priority.
    • Delete a priority by hovering over the row displaying the priority and then using .

Defining Statuses

The status of a ticket indicates the progress of a ticket towards completion or resolution.

You can define the options that appear in the Status field of a ticket by creating ticket statuses. Each of the statuses that you create is displayed as an option in the Status field of a ticket. By default, the following priorities are available for each ticket type: Open, In Progress, and Closed. You can, however, modify these statuses.

To create a status:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Status section, click New.
    The New window appears.

  3. In the Please enter status name field, enter a name for the status, and then click Save.
    The status is created, and it appears in the Status section. 

    This status appears as an option in the Status field of a ticket.


  • If you do not want a status to appear as an option in the Status field of a ticket, in the Status section, in the row displaying the status, clear the Public checkbox.
  • If you want a comment to be added to a ticket when the ticket moves to a given status, in the Status section, in the row displaying that status, select the Requires Comment checkbox.
  • If you want a ticket to be closed when it moves to a given status, in the Status section, in the row displaying that status, select the Closes Ticket checkbox.
  • The order in which the statuses appear in the Status section represents the order in which they appear as options in the Status field of a ticket. You can modify the position of a status by dragging the name of the status in the Status section to the position you want.
  • In the Status section, you can:
    • Modify the name of a status by clicking the Name cell in the row displaying the status and then entering the name you want.
    • Search for a status by entering in the Filter box the partial or complete name of the status.
    • Delete a status by hovering over the row displaying the status and then using .

Defining Labels

You can define the options that appear in the Label field of a ticket by creating ticket labels. Each of the labels that you create is displayed as an option in the Label field of a ticket.

To create a label:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Labels section, click New.
    The New window appears.

  3. In the Please enter label name field, enter a prefix for the label, and then click Save.
    The label is created, and it appears in the Labels section. 

    This label appears as an option in the Label field of a ticket.


  • If you do not want a label to appear as an option in the Label field of a ticket, in the Labels section, in the row displaying the label, clear the Public checkbox.
  • If you want to set a label as the default value in the Label field of a ticket, in the Labels section, in the row displaying the label, select the Default option.
  • The order in which the types appear in the Labels section represents the order in which they appear as options in the Label field of a ticket. You can modify the position of a label by dragging the name of the label in the Labels section to the position you want.
  • In the Labels section, you can:
    • Modify the prefix, name, or description of a label by clicking the Prefix, Name, or Description cell in the row displaying the label and then entering the value you want.
    • Search for a label by entering in the Filter box the partial or complete prefix of the label.
    • Delete a label by hovering over the row displaying the label and then using .

Defining Components

You can define the options that appear in the Components field of a ticket by creating ticket components. Each of the components that you create for a label is displayed as an option in the Components field of a ticket for the associated label.

To create a component for a label:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Components section, in the drop-down list box, select the label for which you want to create a component, and then click New.
    The New window appears.

  3. In the Please enter component name field, enter a name for the component, and then click Save.
    The component is created for the label, and it appears in the Components section. 

    This component appears as an option in the Components field of a ticket when the associated label is selected in the Label field.


  • If you do not want a component to appear as an option in the Components field of a ticket, in the Components section, in the row displaying the component, clear the Public checkbox.
  • The order in which the types appear in the Components section represents the order in which they appear as options in the Components field of a ticket. You can modify the position of a component by dragging the name of the component in the Components section to the position you want.
  • In the Types section, you can:
    • Modify the name of a component by clicking the Name cell in the row displaying the component and then entering the name you want.
    • Search for a component by entering in the Filter box the partial or complete name of the component.
    • Delete a component by hovering over the row displaying the component and then using .

Defining Types

You can define the options that appear in the Type field of a ticket by creating ticket types. Each of the ticket types that you create is displayed as an option in the Type field of a ticket.

To create a ticket type:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Types section, click New.
    The New window appears.

  3. In the Please enter type name field,  enter a name for the type, and then click Save.
    The type is created, and it appears in the Types section. 

    This type appears as an option in the Type field of a ticket.


  • If you do not want a type to appear as an option in the Type field of a ticket, in the Types section, in the row displaying the type, clear the Public checkbox.
  • The order in which the types appear in the Types section represents the order in which they appear as options in the Type field of a ticket. You can modify the position of a type by dragging the name of the type in the Types section to the position you want.
  • In the Types section, you can:
    • Modify the name of a type by clicking the Name cell in the row displaying the type and then entering the name you want.
    • Search for a type by entering in the Filter box the partial or complete name of the type.
    • Delete a type by hovering over the row displaying the type and then using .
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