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Expand
titleDefining the Bulk Ticket Upload Process

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.


This priority  This label appears as an option in the Priority  Label field of a ticket.In the row displaying the priority, click the Icon cell, and then select the icon by which you want to represent the priority.
Expand
titleDefining Priorities and Their SLAsLabels

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 

Label field of a ticket by creating ticket

priorities

labels. Each of the

priorities

labels that you create is displayed as an option in the 

Priority 

Label 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.

To create a label:

  1. On the Settings tab, in the Labels section, click New.
    The New

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

Info

SLA metrics can be monitored on the ticket dashboard.

To create a priority and define its SLA:

  1. On the Settings tab, in the Priorities section, click New.
     The New window appears.
  2. In the Please enter priority label name field, enter a name prefix for the prioritylabel, and then click Save.
    The priority label is created, and it appears in the Priorities Labels section. 
Info
Tip
  • If you do not want
to define the service-level agreement (SLA) hours for the priority
  • a label to appear as an option in the Label field of a ticket, in the Labels section, in the row displaying the
priority
  • label,
click the SLA Hours cell, and then enter the value you want. 
Tip
  • clear the Public checkbox.
  • If you want
the SLA hours to include Saturdays or Sundays, select the Include Saturday or Include Sunday checkbox, respectively.
Tip
  • 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
    • to set a label as the default value in the Label field of a ticket, in the
    Priorities 
    • Labels section, in the row displaying the
    priority
    • label, select the Default option.
    • The order in which
    the priorities
    • the types appear in the 
    Priorities 
    • Labels section represents the order in which they appear as options in
    the Priority 
    • the Label field of a ticket. You can modify the position of a
    priority
    • label by
    dragging
    •  dragging the name of the
    priority
    • label in the
    Priorities section
    • Labels section to the position you want.
    • In the
    Priorities 
    • Labels section, you can:
      • Modify the prefix, name, or description of
    a priority
      • a label by clicking
    the Name cell
      • the Prefix, Name, or Description cell in the row displaying
    the priority
      • the label and then entering the
    name
      • value you want.
      • Search for
    a priority
      • a label by entering in the Filter box the partial or complete
    name
      • prefix of
    the priority
      • the label.
      • Delete
    a priority
      • a label by hovering over the row displaying
    the priority and then
      • the label and then clicking the delete iconImage Modified.



    The status of a ticket indicates the progress of a ticket towards completion or resolution.
    Expand
    titleDefining Statuses
    Label Components

    You can further define Label components for the labels.

    To create a label component 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 Settings tab, in the Status the Label Components section, click click New.
      The New window appears.

    2. In the Please enter

      status

      label name field, enter a

      name

      prefix for the

      status

      label, and then click Save.
      The

      status

      label component is created, and it appears in the

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

      Label Component section. 

      Tip
      • If you do not want a
    status
      • component to appear as an option in the
    Status
      • Components field of a ticket, in the
    Status
      • Components section, in the row displaying the
    status
      • component, 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 clicking the delete iconImage Removed.
      • 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 clicking the delete iconImage Added.



    Expand
    titleDefining Components
    Expand
    titleDefining Labels

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

    To create a component for a label:

    1. On the Settings tab, in the Labels section, click New.
      The New window 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.
    2. In the the Please enter label component name field, enter a prefix name for the labelcomponent, and then click Save.
      The label component is created for the label, and it appears in the Labels Components section. This component appears as an option in the Components field of a ticket when the associated label appears as an option in the Label field of a ticketis selected in the Label field.
    Tip
    • 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 clicking the delete iconImage Added.



    Expand
    titleDefining 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. 

    Info

    SLA metrics can be monitored on the ticket dashboard.

    To create a priority and define its SLA:

    1. On the Settings tab, in the Priorities section, click New.
       The New window appears.

    2. 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. 

      Info

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


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

    4. 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. 

      Tip

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


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



    Expand
    titleDefining ComponentsStatuses

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

    You can define the options that appear in

    the Components

    the Status field of a ticket by creating ticket

    components

    statuses. Each of the

    components

    statuses that you create

    for a label

    is displayed as an option in the 

    Components field of a ticket for the associated label

    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 component for a labelstatus:

    1. 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 Status section, click New.
       The New window appears.
    2. In the the Please enter component status name field, enter a name for the componentstatus, and then click Save.
      The component status is created for the label, and it appears in the Components section. This component appears Status section. This status appears as an option in the Status field of a ticket.
    Tip
    • If you do not want a status to appear as an option in the
    Components 
    • Status field of a ticket
    when the associated label is selected in the Label field.
    • , 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
    Tip
    • 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 componentthat status, clear the Public checkboxselect the Closes Ticket checkbox.
    • The order in which the types the statuses appear in the Components the Status section represents the order in which they appear as options in the Components Status field of a ticket. You can modify the position of a component by dragging status by dragging the name of the component in the Components section status in the Status section to the position you want.
    • In the Types Status section, you can:
      • Modify the name of a component a status by clicking the the Name cell  cell in the row displaying the component the status and then entering the name you want.
      • Search for a component a status by entering in the Filter box the partial or complete name of the componentstatus.
      • Delete a component a status by hovering over the row displaying the component the status and then clicking the delete icon.


    ...

    Expand
    titleDefining 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:

    On the Configure tab, click Ticketing > Tickets Config.
    The Ticketing Config window appears.

    1. On the Settings tab, in the Types section, click New.
      The New window appears.
    2. 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.
    Tip
    • 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 clicking the delete icon.


    ...