The Ticketing Config window enables you to define the forms, workflows, views, settings, and display for tickets.
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Forms
The Forms tab enables you to configure the fields that appear on tickets, accounts, and contacts. Agents using the U-CRM Agent Desktop can use web forms when creating accounts, contacts, and tickets.
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The Forms tab contains the following subtabs: - Design: Used to design the form
- Settings: Used to create and design the appearance of the form
- Preview: Used to preview your design
- Activity: Used to view the tickets that were created using the form
- Change History: Used to view the history of the form
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On the Agent Desktop, you use a form to configure the template used for a ticket. To create and design a form: - On the Ticketing Config screen, click the Forms tab and then click New.
The Create Form window appears.
Specify the values in the following fields. - Name: Specify the name for the form.
- Description: Provide information about the form. This field is optional.
Published: Select this checkbox if you want the form to be automatically published when it is created.
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To publish the form, select the form in the Ticket Config > Forms window. The Publish button is enabled, click Publish. |
Click Save.
The form is created, and the Design subtab opens.
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| title | DesignDesigning a Form |
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After the form appears in the Design tab. You can add fields, set styles, validate the length, and set conditions for the fields to appear in the form. The following subtabs appear to add fields to the form: - Display: Specify the Field Type, Label, Placeholder, and Column.
- Style: Specify the Label Color and Font Size. You can also specify whether the text should be Bold or Italic.
- Validation: Specify the Minimum Length and Maximum Length of the field. You set the condition by choosing No, Always, and On-Conditions.
- Conditional: Specify whether the field should be Display or Hide. Select the When the Form Field type, and also set the value in the Has the Value.
You add fields, labels, set the label position, create a placeholder for fields, and add columns to the form. To design the form: On the New Form window, click  .
The Display subtab opens. You can create either a stand-alone form or associate the form to Accounts, Contacts, or Tickets. - To associate an entity to a form, enable Associate to Entity.
In the Entity field, select an Entity and then select the Field for the entity from the drop-down list.
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If you select Entity, you must also add a field for the entity you have selected. For example, if you select the Entity as Accounts, then you must add fields to the Accounts entity. |
- If you select the Field as Billing then in the Label text-box the Billing field appears.
- In the Label field, specify a name for the form.
- In the Label Position, select the required position from the drop-down list.
- Specify the Placeholder and then select Column from the drop-down list.
Click Style and specify the Label Color and Font Size. | Info |
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If you want the font to be bold or italics, enable the appropriate checkboxes. If you do not select any of the options then the font will remain normal. |
Click the Validation tab if you have any label constraints, you can specify that the label is a mandatory field or is any based on various conditions. To specify the conditions for the labels, click the Conditions tab and specify the required conditions. Click Save.
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You can edit the fields, move the fields up or down, and delete the fields using the following icons: . |
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The Settings subtab enables you to update the window title and Submit button, and add attachments. To update the settings: Specify values in the following fields. Form titles: Specify a form title. This title is displayed on the web form when an agent creates a record on the U-CRM Agent Desktop Submit button: Specify the text for the button. - Success text: This message is displayed when creating a ticket.
- Error text: Specify the error message.
Theme
- Form: Select the form color.
- Fields: Select the field color.
- Submit button: Select the Submit button color.
Layout
- Columns: Select the columns from the list.
Attachments
- Enable Attachments: If you enable this option, the Attachments box appears.
- Max # number of Attachments: Specify the number of attachments that you can attach.
Required: Enable this option if the attachments are mandatory.
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| title | PreviewPreviewing the Form |
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You can view the design updates to the form in the Preview tab. You can specify the values in the fields and test the form. | Note |
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Ensure that you save the changes in the Design tab to get the latest updates in the form. |
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| title | ActivityTracking the Activities of a Form |
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To view all the tickets that were created using a form: - On the Forms subtab, double-click the form for which you want to view the tickets.
The Design subtab opens. - Click the Activity subtab.
A table appears, displaying the tickets that were created using the form. The table contains the following columns:- Entity
- Number (that is, the number of the ticket)
- Created By
- Created Date
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| title | Change History of the Form |
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The Change History tab contains a table with the history of all changes made to the service. The table contains the following columns. Column | Description |
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| Changed By | Name of the user who modified the form | | Changed On | Date and time when the user modified the form, represented in Eastern Time | | Short Description | A short description of the modification done to the form. |
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Workflows
You can configure a workflow for tickets so that they undergo a standard process that reduces manual work, saves time, and minimizes errors. A ticket workflow ensures that all tickets are handled in a consistent and timely manner. The Workflows tab of the Ticketing Config window enables you to configure workflows for tickets based on certain conditions when the ticket is created or updated, or when a nightly run is initiated.
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| title | Configuring the Workflows |
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You You can configure a ticket workflow to generate any of the following events: - Send an email or SMS
- Create a work queue task
- Update a field in a ticket
- Call an API function
- Stop the workflow
The Workflows tab displays the following subtabs: |
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| title | Viewing the Workflow History |
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To view all the changes made to a workflow (including its design), on the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the changes, and then click the History subtab.
A table with the changes appears, displaying the following columns: Version: Version of the workflow on which the change was made.
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If any change is made to a workflow after it is published, the version of the workflow is incremented. |
- Changed on: Date and time of the change.
- Updated by: ID of the user who made the change.
Entity: Entity that was changed.
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- The value WORKFLOW indicates that the workflow was changed.
- The value TRIGGER indicates that the design of the workflow was changed.
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Ticket Type: Section of the workflow design that was changed.
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- The value EVENT indicates that the Involves any of these events section of the design was changed.
- The value CONDITION indicates that the On tickets with these properties section of the design was changed.
- The value ACTION indicates that the Perform these actions section of the design was changed.
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- Operation: Type of change made to the workflow (for example, create, update, publish, unpublish, or delete).
- Details: Description of the change.
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Views
A ticket view is a customized view of a table containing tickets, intended to help you and your agents to easily segment, find, track, prioritize, or manage tickets, without the need for a manual search. You can define a ticket view based on the properties of a ticket and also define who can view or modify the ticket view.
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| title | Types of Ticket Views |
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The following describes the types of ticket views: - Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
- List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.
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| title | Creating and Designing a Ticket View |
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To create and design a ticket view: - On the Views tab, on the VIEWS subtab, click New.
The New Ticket Search View window appears. Specify values in the following fields, and then click Save: - Name: Identifies the view.
Type: Indicates the type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable. Description: Provides a description of the view. This field is optional.
The ticket view is created and is available on the VIEWS subtab. The Design tab appears to enable you to design the view.
On the Design tab, specify values in the fields.
Click Save.
The design of the ticket view is saved.
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In the Ticketing Config window, on the Views tab, on the VIEWS subtab, you can: - Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
- Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
- Modify the design of a ticket view by double-clicking the row displaying the view.
- View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
- Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.
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Screen
The Screen tab of the Ticketing Config window enables you to configure the display of the main area of a ticket and the Detail tab of a ticket for a specific ticket type.
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| title | Configuring the Screen Display |
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To configure the ticket display: To configure the display of the main area of a ticket: On the Screen tab, double-click the ticket type for which you want to configure the display.
The Ticket Highlight and Ticket Detail subtabs appear for the ticket type. On the Ticket Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of a ticket, and then click the right arrow icon  The selected fields appear in the Selected section. | Tip |
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You can filter the fields in the Available section using the Filter box. |
In the Selected section, select the field that you do not want to be displayed in the main area of the ticket, and then click the left arrow icon  .The selected field is removed from the Selected section, and it appears in the Available section. To define the position of a field in a ticket, in the Selected section, drag the field to the desired position. | Info |
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The order in which the fields appear in the Selected section represents the order in which they appear in a ticket. |
To modify the properties of the selected fields, in the Selected section, click the cell containing the property you want to modify, and then specify the desired property. | Info |
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- You can revert your changes by clicking Reset.
- You can preview your changes by expanding the Preview section.
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To configure the display of the area on the Detail tab of a ticket, perform the previous step on the Ticket Detail subtab. | Info |
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The Group column in the Selected section represents that section on the Detail tab in which the field appears (for example, Description, General, or Scope). You can modify the value in this column by clicking the cell displaying the value and then selecting the desired section. |
- Click Save.
The display of the main area and the area on the Detail tab of a ticket for the selected ticket type is configured.
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Permissions
Permissions allow managers to determine which agents have access to which Ticket Forms, either by agent team or at the desktop level.
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To add a permission: - Click the Edit button.
The Editor window appears.
- Select a Label from the drop-down list.
- Select a Permission from the drop-down list.
- Select the appropriate user (for example, select either the Users, Teams, or Agents).
- Select Users/Team/Agents from the Available box and move it to the Selected box.
- Click Save.
A new permission is added to the Permissions tab. | Info |
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- If you have selected Label and have not selected any user, by default, the permission is visible to all users.
- To modify a user permission, double-click the permission and select the required user and modify the user rights.
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Status Rules
You can change the status of a ticket using the Label, Ticket Type, and Status parameters on the Status Rules tab.
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| title | Changing the Status Rules |
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To change the status of a ticket: - Click the Edit button.
The Editor window appears.
- Select a Label, Ticket Type, and Status from the drop-down list.
- Select the status from the Available box and move it to the Selected box.
Click Save.
A new status rule is added to the tab. | Info |
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To modify an existing status rule, double-click the rule and select the status and then modify the status in the Editor window, click Save. |
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Settings
The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVox.
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You can update the following options in the General section:
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| 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 Bulk Ticket Upload checkbox. Otherwise, clear the checkbox. |
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| title | Mentions to Followers |
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| 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. |
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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: - On the Settings tab, in the Labels section, click New.
The New window appears. - 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.
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- 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 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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