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

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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.


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titleMentions to Followers

If you want to intimate the ticket followers about the updates made to the ticket, in the General section, select the Mentions to Followers checkbox.


Expand
titleDefining 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 Settings tab, in the Labels section, click New.
    The New window appears.
  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, 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 clicking the delete icon.


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titleDefining Label Components

You can further define Label components for the labels.

To create a label component:

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

  2. In the Please enter label name field, enter a prefix for the label, and then click Save.
    The label component is created, and it appears in the Label Component section. . This component appears as an option in the Components field of a ticket when the associated label is 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 icon.



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titleDefining ComponentsLabel Followers

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:

add followers to the ticket. When you add the followers, any updates or changes to the ticket an email will be sent to the selected users.

  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 New.
     The New window appears. Followers section, click New.
     The New window appears.

  2. In the Please enter Follower name field, select the follower one after the other,

    In the Please enter component name field, enter a name for the component,

    and then click Save.
    The

    component

    Followers list 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.

    Followers section. 


  • 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 Removed.

    Expand
    titleDefining Link Types

    You can add followers to the ticket. When you add the followers, any updates or changes to the ticket an email will be sent to the selected users.

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

    2. In the Please enter Type name field, select the follower one after the other, and then click Save.
      The Types list is created, and it appears in the Types section. 

    Tip


    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 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 clicking the delete icon.


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