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The Ticketing Config window enables you to define the forms, workflows, views, settings, and display for tickets.

...

Forms

The Forms tab enables you to configure the fields that appear while creating a ticket, accounts, and contacts. Agents using the U-CRM Agent Desktop can use web forms when creating accounts, contacts, and tickets. 

on tickets for agents and consumers. Forms can be accessed by agents through the Agent Desktop (U-CRM) and by their customers through the Web Widget.
Expand
titleForms Tab

The Forms tab contains the following subtabs:

  • Design: To Used to design the form
  • Settings:  To Used to create and design the appearance of the form
  • Preview: To preview Used to preview your design
  • Activity: To view Used to view the tickets that were created using the form
  • Change History: To Used to view the history of the formchanges made to the form and who had made the changes.


You can

On the Agent Desktop, you use a form to configure the template used for a ticket

on the Agent Desktop using a form

. 

To create

and design

a form:

  1. On the Ticketing Config
screen
  1. window, click the Forms tab and then click New.
    The Create Form window appears.
Image Removed

  1. Specify the values in the following fields.

Field

  1.  

Enter a
    1. Name: Specify the name for the form.
    2. Description
    1. : Provide information about the form. This field is optional
.Enter the description of the form
    1. .

    2. Published

    1. : Select

the

    1. this checkbox if you want the form to be automatically published when it is created.

Click Save.
The form is created, and the Design subtab opens.

Expand
titleCreating a Form
Anchor
Creating a formCreating a formDescription Name
Info
  • If you haven't selected the Publish checkbox while creating the form, you can opt to publish the form later. To publish the form at a later stage, from the Ticket Config > Forms window, select the checkbox next to the form, the Publish button is enabled, click Publish. The form is published and anImage Added icon appears in the Published column.
  • To unpublish an already published form, select the checkbox and then click Publish button. The form gets unpublished and an Image Added icon appears in the Published column.


  • Click Save.
    The form is created, and the Design subtab opens

    • Expand
    titleDesign Tab

    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 when you want to add the fields to the form:

  • Display: You can specify the Field Type, Label, Placeholder, and Column.
  • Style: You can specify the Label Color and Font Size. You can also specify if the text should be Bold or Italic.
  • Validation: You can specify the Minimum Length and Maximum Length of the field. You can set the condition by choosing No, Always, and On-Conditions.
    • Conditional: You can specify if the field should be Display or Hide, select the When the Form Field type, and also set the value in the Has the Value

    1. .


    Creating and
    Expand
    title
    Designing a Form

    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: You can define a condition for a field to be displayed and also set a rule as to when it must be displayed. 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:

    1. On the New Form window, click Image Added.
      The Design subtab opens.

    2. You can create either a stand-alone field or have the field to be either from Accounts, Contacts, or Tickets.

      1. You can use a field from Accounts, Contacts, or Tickets. Enable Associate to Entity option.

      2. In the Entity field, select an Entity and then select the Field for the entity from the drop-down list.

        Info

        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.  


      3.  If you select the Field as Billing then in the Label text-box the Billing field appears.
      4. In the Label field, specify a name for the form.
      5. In the Label Position, select the required position from the drop-down list.
      6. Specify the Placeholder and then select Column from the drop-down list.

    3. Click Style and specify the Label Color and Font Size.

      Info

      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.


    4. Click the Validation tab if you have any label constraints, you can specify that the field is a mandatory field or is any based on various conditions.

    5. To specify the conditions for the fields, click the Conditions tab and specify the required conditions. 

    6. Click Save.

      Info

      You can edit the fields, move the fields up or down, and delete the fields using the following icons:Image Added.



    Expand
    titleSettings Tab

    The Settings subtab enables you to specify the Messages, Theme, Layout, and Attachments for a form.

    To update the settings:

    1. Specify values in the following fields.
      Messages

      • 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.

    2. After updating the form, click Save.

      Info
      titleinfo
      • If you wish to delete the updates to the form, click the Delete button.
      • Click the Refresh button to view the updated changes to the form.



    Expand
    titlePreviewing the Form

    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

    Ensure that you save the changes in the Design tab to get the latest updates in the form.



  • Specify the fields appropriately and click Save.
  • Click Settings.
    The Field Editor dialog box appears.

    • Configure the fields as required, and then click Save.
    A preview of the form appears on the Design subtab.

    Expand
    titleTracking the Activities of a Form

    You can view the form history in the Activity tab.

    To view all the tickets that were created using a form:

    1. On the Forms 

    You can design the form by creating a field, label, label position, placeholder, columns for the form. 

    To design the form:

    1. On the new Form page, click Image Removed.
      The Display subtab opens.
    Info

    To move a field, on the preview screen, hover over the field that you want to move, and then click Image Removedor Image Removed as required.

    Info

    To modify the configuration of a field:

    1. On the preview screen, hover over the field whose configuration you want to modify.
    2. Click Image Removed.
    3. Perform Step 5.

    Click Save.
    The form design is saved.

    NoteIf you want the form to be available on the Designer Desktop, you must publish the form. To publish the form, on the FORMS subtab, select the checkbox next to the form that you want to publish, and then click Publish.
  • If you want the form to be available on the Agent Desktop, you must map the form to the Forms element through the Desktops tab of the Designer screen of the Designer Desktop.
    • Info

    To modify the form:

    1. On the FORMS subtab, select the checkbox next to the form that you want to modify.
    2. Click Edit.
      The Edit dialog box appears.
    3. Modify the values in the fields as required.
    4. Click Save.
    Info

    To modify the design of the form, on the  FORMS subtab, double-click the form whose design you want to modify, and then perform Steps 4 through 6.

    Expand
    titleCopying a Form

    To copy the form:

    1. On the FORMS subtab, select the checkbox next to the form that you want to copy.
    2. Click Copy.
      The Copy dialog box appears.
    3. Modify the value in the Name field.
    4. Click Save.
    Expand
    titleDelete a Form

    To delete the form:

    1. On the FORMS subtab, select the checkbox next to the form that you want to delete.
    2. Click Delete.
      The Confirm dialog box appears.
    3. Click Yes.
    Info

    To filter the forms, on the FORMS subtab, in the Filter box, enter the text based on which you want to filter the forms.

    Expand
    titleAdding Settings to the Form
    Expand
    titlePreviewing the Form
    Expand
    titleViewing the Form Activity

    To view all the tickets that were created using a form:

    1. On the FORMS subtab, double-click the form for which you want to view the tickets.
      The Design subtab opens.
    2. 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
    Info

    To filter the tickets, enter values in the following fields as required, and then click Search:

    • Ticket Number
    • Ticket Created Date
    • Ticket Closed Date
    Expand
    titleViewing the Form History

    To view the history of a form:

    On the FORMS
    1. subtab, double-click the form for which you want to view the
    history
    1. tickets.
      The Design
    tab
    1.  subtab opens.
    2. Click the
    Change History tab
    1. Activity subtab.
      A table appears, displaying the tickets that were created using the form. The table contains the following columns:
    2. Changed By
    3. Changed on
    4. Short Description
      5. Info
        • Entity
        • Number 

      To filter the entries, enter values in the following fields as required, and then click Search:

      Action
        • (that is,
      Insert, Update, or Delete
        • the number of the ticket)
      Changed By (that is, the user ID)
        • Created By
        • Created Date


      Expand
      titleWorkflowsChange History of the Form

      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

      Changed ByName of the user who modified the form
      Changed OnDate and time when the user modified the form, represented in Eastern Time
      Short Description

      A short description of the modification done to the form.


      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.

      Expand
      titleConfiguring the Workflows

       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 enables you to create a workflow for different ticket types, the tab consists of the following subtabs:

      • Design: Enables you to configure a workflow.
      • Activity: Enables you to view all the tickets to which a workflow is applied.

      • History: Enables you to view all the changes made to a workflow.


    5. On the Workflows subtab of the Workflows tab, click New.
      The New Ticket Workflow window appears.
    6. Specify values in the fields, and then click Save.
      The ticket workflow is created, and the Design subtab appears.

    7. Click New Event.

      8. Specify values in the following sections as required:

    8. Involves any of these events: Actions when you want the workflow to be triggered (for example, when the ticket is created or updated, or when a nightly run is initiated). If you select the Update Ticket trigger, the workflow is triggered only when a specific field in the ticket is updated.
    9. On tickets with these properties: Properties for the tickets on which you want the workflow to be applied. The default value is Always, which indicates that the workflow is applied to tickets regardless of their properties. You can modify the value by using the Edit button.
      10. Perform these actions: Resulting actions for the workflow, such as:
    10. Send SMS: Sends an SMS.
    11. Send Email: Sends an email.
    12. Create WQ Task: Creates a work queue task.
    13. Update Ticket Field: Modifies the value in a field in the ticket. 
    14. Call Function: Calls an API function.

      15. Stop Workflow Execution: Stops the workflow.
      After you specify a value in the Action Type field, click Add, and then specify values in the fields that appear.

    15. When you add the Send SMS action, the Send SMS to section appears, displaying the following fields:

      • Template: Enables you to select an SMS template. The message in the selected template appears in the section.

      • To: Enables you to specify a phone number or select one of the following options:
        • contact.phone1: Phone number of the contact associated with the ticket.
        • ticket.phone1: Primary phone number associated with the ticket.
        • ticket.phone2: Secondary phone number associated with the ticket.
      16. When you add the Send Email action, the Send EMAIL
      Expand
      titleCreating and Designing a Workflow

      To create and design a workflow:

      1. On the Workflows tab, click New.
      2. Specify values in the fields, and then click Save.
        The ticket workflow is created, and the Design subtab appears.

      3. Click New Event.

      4. Specify values in the following sections, as required:

        • Involves these events: Actions when you want the workflow to be triggered (for example, when the ticket is created or updated, or when a nightly run is initiated). If you select the Update Ticket trigger, the workflow is triggered only when a specific field in the ticket is updated.
        • Tickets with these properties: Properties for the tickets on which you want the workflow to be applied. The default value is Always, which indicates that the workflow is applied to tickets regardless of their properties. You can modify the value by using the Edit button.
        • Perform these actions: Resulting actions for the workflow, such as:
          • Send SMS: Sends an SMS.
          • Send Email: Sends an email.
          • Create WQ Task: Creates a work queue task.
          • Update Ticket Field: Modifies the value in a field in the ticket. 
          • Call Function: Calls an API function.

          • Stop Workflow Execution: Stops the workflow.
            After you specify a value in the Action Type field, click Add, and then specify values in the fields that appear.

            Info
            • When you add the Send SMS action, the Send SMS

      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. 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:

      • Workflows: Enables you to create a workflow.
      • Design: Enables you to configure a workflow.
      • Activity: Enables you to view all the tickets to which a workflow is applied.

      • History: Enables you to view all the changes made to a workflow.

      Expand
      titleCreating and Designing a Workflow
      Info
      • to section appears, displaying the following fields:

        • Template: Enables you to select an

      email

              • SMS template. The message in the selected template appears in the section.

              • To: Enables you to specify
      an email address
              • a phone number or select one of the following options and then it will use the value contained to send the SMS:
                • contact.
      email
                • phone1:
      Email address
                • Phone number of the contact associated with the ticket.
                • ticket.
      email: Email address
                • phone1: Primary phone number associated with the ticket.
                • ticket.phone2: Secondary phone number associated with the ticket.
            • When you add the Send Email action, the Send EMAIL to section appears, displaying the following fields:

              • Template: Enables you to select an email template. The message in the selected template appears in the section.

              • To: Enables you to specify an email address number or select one of the following options:
                • contact.email: Email address of the contact associated with the ticket.
                • ticket.email: Email address associated with the ticket.
              • CC and BCC: Enables you to add CC and BCC email addresses. This is available in both Template and free-form options.
            • When creating a work queue task, you can specify the due date and due time for the task.
            • You can delete an action by using the delete iconImage Addednext to the action.



      2. Click Save.
        The workflow is designed, and the event appears on the Design subtab.

        Info
        • For the same event (Create Ticket, Update Ticket, or Nightly Run), you can add another design (that is, specify additional ticket properties and actions for the workflow) by using the plus icon Image Added next to the event.
        • You can modify a design by using the pencil icon Image Added next to the design.
        • You can add another event by using the New Event button.
        • You can delete an event by using the delete iconImage Addednext to the event.


    16. To filter the workflows, on the WORKFLOWS subtab, in the Filter box, specify the text based on which you want to filter the workflows.
      17. To modify a workflow, on the WORKFLOWS subtab
      • , click the row displaying the workflow, and then use the Edit button.
      If you want to
      • To apply a workflow to a ticket, you must publish the workflow. To publish a workflow, on the 
      WORKFLOWS subtab
      • Workflows tab, click the row displaying the workflow, and then click Publish.
      • The Edit button is disabled for a published workflow.
      • To copy a workflow, on the 
      WORKFLOWS subtab
      • Workflows tab, click the row displaying the workflow, and then click Copy. If the workflow that you copied is already published, you cannot publish the copy unless you unpublish the copied workflow.
      • To unpublish a workflow, on the
      WORKFLOWS subtab
      • Workflows tab, click the row displaying the workflow, and then click Unpublish.
      • If a workflow is published, you cannot modify it unless you create another version of it. To create another version, on the
      WORKFLOWS subtab
      • Workflows tab, double-click the row displaying the published workflow, and then click New Version. The new version of the published workflow will be in the draft state. You can publish the new version; however, doing so
      will delete
      • deletes the published version.

      • To delete a workflow, on the 

      WORKFLOWS subtab

      • Workflows tab, click the row displaying the workflow, and then use the Delete button.

      Info
      • To filter the workflows, on the Workflows tab, in the Filter box, specify the text based on which you want to filter the workflows.
      • To modify a workflow, on the Workflows tab
    17. CC and BCC: Enables you to add CC and BCC email addresses. This is available in both Template and free-form options.
    18. When creating a work queue task, you can specify the due date and due time for the task.
    19. You can delete an action by using Image Removed next to the action.

      20. Click Save.
      The workflow is designed, and the event appears on the Design subtab.

      Info
      • For the same event (Create Ticket, Update Ticket, or Nightly Run), you can add another design (that is, specify additional ticket properties and actions for the workflow) by using Image Removed next to the event.
      • You can modify a design by using Image Removed next to the design.
      • You can add another event by using the New Event button.
      • You can delete an event by using Image Removednext to the event.
      Info



      Expand
      titleViewing the Workflow Activity

      To view all the tickets to which a workflow was applied, on the 

      WORKFLOWS subtab of the Workflows

      Workflows tab, double-click the workflow for which you want to view the tickets, and then click the Activity subtab.
      A table with the tickets to which the workflow was applied appears. The table displays the following columns:

      • Version: Version of the workflow that was applied to the ticket.
      • Executed
      on
      • at: Date and time when the workflow was applied to the ticket.
      • Ticket: Number of the ticket.
      • Ticket Name: Subject of the ticket.
      • Event: Event (trigger) when the workflow was applied to the ticket (that is, when the ticket was created or updated, or when a nightly run was initiated).
      • Condition: Properties of the ticket
      based on which
      • that determines if the workflow
      was
      • is applied to the ticket. The value Always indicates that the workflow was applied to the ticket regardless of its properties.
      • Action: Action resulting from the workflow.
      • Action Body:
      Details
      • Information about the action.

      Info

      You view the tickets using the search option, specify the Ticket Number, Start Date and Time, and End Date and Time.



      Expand
      titleViewing the Workflow History

      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 Change History subtab.
      A table with the changes appears, displaying the following columns:

      • Version: Version of the workflow on which the change was made.

        Info

        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.

        Info
        • The value WORKFLOW indicates that the workflow was changed.
        • The value TRIGGER indicates that the design of the workflow was changed.


      • Ticket Type: Section of the workflow design that was changed.

        Info
        • 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.


      • Operation: Type of change made to the workflow (for example, create, update, publish, unpublish, or delete).
      • Details: Description
      of the change
      • of the change.

      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. 

      Expand
      titleTypes of Ticket Views

      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.


      If you want everyone to be able to modify the ticket view, select the Everyone option.

      If you want only certain users to be able to modify the ticket view, select the Users option, and then, in the Available Users section, select their names, and then click Image Removed.

      If you do not want the selected users to be able to modify the ticket view, in the Selected Users section, select their names, and then click Image Removed.

      Expand
      titleViewsCreating and Designing a Ticket View

      To create and design a ticket view:

      1. On the Views tab, on the VIEWS subtab, click New.
        The New Ticket Search View window appears.

      2. 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.

      3. On the Design tab, specify values in the fields.

        Info

        For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation.


      4. Click Save.
        The design of the ticket view is saved.

        Tip

        In the Ticketing Config window, on

      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. 

      Ticket views are of the following types:

      • Dashboard: Tickets view of this type appear as options in the Select a predefined view field in a ticket dashboard window.
      • List: Tickets views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you go to 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.

      To create and design a ticket view:

      1. On

        the Views tab, on the VIEWS subtab,

        click New.
        The New Ticket Search View window appears.

      2. Specify values in the following fields, and then click Save:

        • Name: Name to identify the view.

        • Type: Type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable.

        • Description: 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.

        3. On the Design tab, specify values in the fields of the following sections, and then click Save.

      Expand
      titleSection Descriptions

       Section

      Description

      Specify Filter Criteria

      		Specify the values in the fields based on which you want the tickets to be filtered. 
      Restrict Editors
      Tip

      You can revert all your changes by clicking reset iconImage Removed.

      Select Fields to Display

      Note

      This section appears if you created the ticket view for the List type.

      The items that appear in the Selected Columns section represent the columns in the table of tickets that appears when you select the ticket view.

      If you want to display additional columns in the ticket table, in the Available Columns section, select the names of such columns, and then click Image Removed.

      If you want to hide certain columns from the ticket table, in the Selected Columns section, select the names of such columns fields, and then click Image Removed.

      The order in which the items appear in the Selected Columns section represents the order in which they appear as columns in the ticket table. To modify the position of a column, in the Selected Columns section, drag the name of that column to the position you want.

      Restrict Visibility 

      If you want the ticket view to be visible to everyone, select the Everyone option.

      If you want the ticket view to be visible to only certain users, teams, or agents, select one of the following options, and then, in the Available Users section, select their names, and then click Image Removed:

      • Users: Indicates that the ticket view is visible to only the selected users.
      • Teams: Indicates that the ticket view is visible to only the selected agent teams.
      • Agents: Indicates that the ticket view is visible to only the selected agents.

      If you do not want the ticket view to be visible to the selected users, teams, or agents, in the Selected Users section, select their names, and then click Image Removed.

      Tip

      You can revert all your changes by clicking reset iconImage Removed.

      The design of the ticket view is saved.

      Tip

      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.
      Expand
      titleScreen

      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.

      To configure the ticket display:

      To configure the display of the main area of a ticket:

      On the Screen tab, on the Ticket Highlight subtab, in the Ticket Types section, select the type of ticket for which you want to configure the display.

      Tip

      You can delete a ticket type by hovering over the ticket type in the Ticket Types section and then using Image Removed.

    20. In the Available section, select the fields that you want to be displayed in the main area of the ticket, and then click Image Removed.
      The selected fields appear in the Selected section.

      21. In the Selected section, select the fields that you do not want to be displayed in the main area of the ticket, and then click Image Removed.
      The selected fields appear in the Available section.

      Tip

      You can revert your changes by clicking the reset icon Image Removed or Refresh.

      If you want to modify the position of a field in the ticket, in the Selected section, drag the field to the position you want. 

      Info

      The order in which the fields appear in the Selected section represents the order in which they appear in the ticket. 

      If you want to modify the values in these columns, in the Selected section, click the cell displaying the values, and then enter the value you want.

      Tip
      • The Name, Type, and Column columns in the Selected section represent the label of the field, characteristic (data type) of the field, and the columnar position of the field in the area, respectively.
      • The Required column in the Selected section indicates if a field must contain a value (mandatory field) to create or update a ticket.
      • You can revert your changes by clicking Refresh.
      • You can preview your changes by expanding the Preview section.

      To configure the display of the Detail tab of a ticket:

    21. On the Screen tab, perform step 1 on the Ticket Detail subtab.

      22. If you want to modify the value in this column, in the Selected section, click the cell displaying the value, and then select the section you want.

      Info

      The Group column in the Selected section represents the section (for example, General or Other) on the Detail tab in which the field is displayed.

      1. 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.


      Managing a View

      You can view your tickets by specifying the criteria in the filter Criteria tab. By default, the filter Criteriatab consists of a few fields. You can specify your choices in the fields and save the changes.

      For more information on managing ticket filters, see Managing a Ticket.  

      Info

      The Summary section displays the following:

      • Filter Criteria: All the selected criteria appear.
      • Fields to Display: All the fields that are present in the Filter Criteria tab will appear.
      • Restrict Editors: If the ticket contains any restricted editors, then the name will appear.
      • Restrict Visibility: If the ticket contains any restricted visibility, then the name will appear.

      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.

      Expand
      titleConfiguring the Screen Display

      To configure the ticket display:

      1. To configure the display of the main area of a ticket:

        1. 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.

        2. 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 Image AddedThe selected fields appear in the Selected section.

          Tip

          You can filter the fields in the Available section using the Filter box.


        3. 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 Image Added.The selected field is removed from the Selected section, and it appears in the Available section.

        4. To define the position of a field in a ticket, in the Selected section, drag the field to the desired position. 

          Info

          The order in which the fields appear in the Selected section represents the order in which they appear in a ticket. 


        5. 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
          • You can revert your changes by clicking Reset.
          • You can preview your changes by expanding the Preview section.


      2. To configure the display of the area on the Detail tab of a ticket, perform the previous step on the Ticket Detail subtab.

        Info

        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.


      3. 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.

      Permissions

      Permissions allow managers to determine which agents have access to which Ticket Forms, either by agent team or at the desktop level.

      Expand
      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 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.


      Status Rules

      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.

      Expand
      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.


      Settings

      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.

      Expand
      titleGeneral Settings

      You can update the following options in the General section:

      Expand
      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.


      Expand
      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.



      Expand
      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 iconImage Added.



    22. Click Save.
      The display configuration of a ticket for the selected ticket type is saved.

      23. 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. 

      Expand
      titleSpecifying a Label Component for the Label

      You can categorize a label at the component level. 

      To create a label component:

      Expand
      titlePermissions
      Expand
      titleStatus Rules
      Expand
      titleSettings

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

      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.

      Expand
      titleDefining Priorities and Their SLAs
      Info

      SLA metrics can be monitored on the ticket dashboard.

      To create a priority and define its SLA:

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

      24. 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.

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

      25. 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
    25. 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.
    26. 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.
      27. The order in which the priorities appear in the Priorities 
      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 Priority 
        • the Components field of a ticket. You can modify the position of a
      priority by dragging
        • component by dragging the name of the
      priority in the Priorities section
        • component in the Components section to the position you want.
        • In the
      Priorities 
        • Types section, you can:
          • Modify the name of
      a priority
          • a component by clicking
      the 
          • the Name
       cell
          • cell in the row displaying
      the priority
          • the component and then entering the name you want.
          • Search for
      a priority
          • a component by entering
      in the Filter box
          • the partial or complete name of the component in the
      priority
          • Filter box .
          • Delete
      a priority
          • a component by hovering over the row displaying
      the priority
          • the component and then
      using Image Removed
          • clicking the delete iconImage Added.



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

      1. .
        The Followers list is created, and it appears in the Label Follower's section. 

      Expand
      title
      		Defining Statuses
      Defining Label Followers

      You can

      define 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:

      add followers to the ticket. When you add the followers, they are notified by email of any updates or changes to the ticket.

      1. On the Settings tab, in the
      Status 
      1. Followers section, click New.
         The New Followers window appears.
      In the Please enter status name field, enter a name for the status

      1. Select the follower's name from the drop-down list, and then click Save

      .
      The status is created, and it appears in the 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 Status field of a ticket, 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 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 using Image Removed.
      Expand
      title


      Expand
      titleDefining Link Types

      In a ticket, you can link tickets, KB (Knowledge Base articles), or URL to a ticket so that it appears in the Links tab of a ticket. You can create the pre-defined status in the Link Types section by specifying the name (status) inward description (enhancing the status description), and the outward description (this description appears in the Links tab of a ticket). 

      1. On the Settings tab, in the Types section, click New.
        The New Link Types window appears.
        Specify the Link Type name, Inward Description, and Outward Description.
      2. Click Save.
        The types list is created, and it appears in the Link Types section. 


      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 

      Label 

      Priority field of a ticket by creating ticket

      labels

      priorities. Each of the

      labels

      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

      You can monitor the SLA metrics on the ticket dashboard

      Label field of a ticket

      .

      To create a

      label

      priority and define its SLA:

      1. 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.
      1. 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 that you want to represent the priority.

      4. 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 desired value. 

        Tip

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

      The label is created, and it appears in the Labels section. This label appears as an option in the Label field of a ticket

      1. .


      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 desired 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 you want
        • a new name.
        • Search for
      a label
        • a priority by entering
      in
        • the
      Filter box the
        • partial or complete
      prefix of the label
        • name of the priority in the Filter box .
        • Delete
      a label
        • a priority by hovering over the row displaying
      the label
        • the priority and then
      using Image Removed
        • clicking the delete iconImage Added.



      Expand
      titleDefining the Status

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

      Components

      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 

      Status field of a ticket

      for the associated label

      . By default, the following priorities are available for each ticket type: Open, In Progress, and Closed. You can modify these statuses.

      To create a

      component for a label

      status:

      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
      1. Status section, click New.
         The New window appears.
      2. In
      the
      1. the Please enter
      component
      1. status name field, enter a name for the
      component
      1. status, and then click Save.
        The
      component
      1. status is created
      for the label
      1. , and it appears in the
      Components
      1. Status section. This status appears as an option in the Status field of a ticket.
      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
      • that status,
      clear the Public checkbox
      • select 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 desired 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
        • a new name
      you want
        • .
        • Search for
      a component
        • a status by entering
      in
        • the
      Filter box the
        • partial or complete name of the status in the
      component
        • Filter box.
        • Delete
      a component
        • a status by hovering over the row displaying
      the component
        • the status and then
      using Image Removed
        • clicking the delete iconImage Added.
      Tip
      • If you do not want a status to appear
      component appears
      • as an option in the
      Components field of a ticket when the associated label is selected in the Label field.
      • Status field of a ticket, 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



      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, go to 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
      • 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 desired 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 new name
      you want.
        • Search for a type by entering
      in
        • the
      Filter box the
        • partial or complete name of the type in the Filter box.
        • Delete a type by hovering over the row displaying the type and then
      using Image Removed
        • clicking the delete iconImage Added.