U19 Pop-Out Help

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titleGeneral Settings

You can update the following options in the General section:

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titleBulk Ticket Upload

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.

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titleMentions to Followers

If you want to communicate to the ticket followers about updates made to the ticket, in the General section, select the Mentions to Followers checkbox. You enable that when an agent is assigned to a ticket they automatically are added as a follower of a ticket and will get all updates on the ticket.

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titleChannel

A channel is a source of communication, for example, SMS, email, Fax, message, and so on. You can update or add a new communication channel to the channel list. Before this release, you had limited options in pre-selecting channel options. You can now define the source of a Ticket, and it is available wherever the Channel drop-down is visible. 

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titleCreating a Channel

To create a new channel:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
    On the Settings tab
  2. Click Image Added.
  3. The New Channel pop-up window appears.
    By enabling Channel, you can easily track the source where the ticket was created; the source is displayed wherever the field is visible. 
  4. Specify the channel name and click OK.
    The new channel is created and added to the list.
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titleUpdating a Channel

You can update an existing channel name. 

To update an existing channel:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab.
  3. Double-click on the existing channel.
  4. The text option is enabled for you to edit the existing name. 
Info

You can delete an existing channel or a newly created channel. To delete an existing channel, hover over an existing channel, Image Addedicon appears. Click the Image Addeddelete icon. The channel is removed from the channel list.

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titleCreating a Label

You can categorize the tickets using labels. When you create a label and attach the label for the tickets, it is easier to update the tickets based on the selected 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 Settings tab, in the Labels section, click New.
    The New Label window appears.

    Info

    A label is case sensitive, you have to specify the ticket using the uppercase case, number, and underscore when creating a label.


  2. 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.
Tip
  • If you do not want a label to appear as an option in the Label field of a ticket form that is used by the customers then 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 in the dropdown 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 desired position.
  • 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 the partial or complete prefix of the label in the Filter box.
    • Delete a label by hovering over the row displaying the label and then clicking the delete icon.

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