U17 Pop-Out Help

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titleAdding a Permission

To add a permission:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label from the drop-down list.
  3. Select a Permission from the drop-down list.
  4. Select the Users or Team, or Agents option.
  5. From the Available box, select and move the User/Team/Agent to the Selected box.
  6. Click Save.

A new permission is added to the Permissions tab.

Info
  • If you have selected Label and have not selected any user, by default, the permission is tickets of this type are visible to all users.
  • To modify user permission, select and double-click on the permission from the Permissions tab, modify the user rights and then click Save.


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You can change the status of a ticket using the Label, Ticket Type, and Status parameters on the Status Rules tab. . You can change the current of the tickets to the available status.

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titleManaging the Status Rules

To manage a status of a ticket:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label, Ticket Type, and Status from the drop-down list.
  3. Select the status from the Available box and move it to the Selected box.

  4. Click Save.

A new status rule is added to the tab.

Info

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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The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVox.  You can define the acceptable values for different fields within ticketing.

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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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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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titleSpecifying a Label Component for the Label

You can categorize a label at the component level. 

To create a label component:

  1. On the Settings tab, in the Label Components section, click New.
    The New Component 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 form that is available for your customer's use, 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 the partial or complete name of the component in the Filter box .
      • Delete a component by hovering over the row displaying the component and then clicking the delete icon.


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