Tickets Config Help

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. 

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

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

To create and design a form:

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

2. Specify the values in the following fields. 

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

   3. Published: Select this checkbox if you want the form to be automatically published when it is created.

      To publish the form, select the form in the Ticket Config > Forms window. The Publish button is enabled, click Publish.

      
      

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

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:

1. On the New Form window, click .
   The Display subtab opens.

2. You can create either a stand-alone form or associate the form to Accounts, Contacts, or Tickets.

   1. To associate an entity to a form, enable Associate to Entity.

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

      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.

   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 label is a mandatory field or is any based on various conditions.

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

6. Click Save.
   

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

The Settings subtab enables you to update the window title and Submit button, and add attachments.

To update the settings:

1. 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.

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.

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

The Change History tab contains a table with the history of all changes made to the service. The table contains the following columns.

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.

1. On the Workflows subtab of the Workflows tab, click New event.
   
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.
       

       • 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.
       • 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 iconnext to the action.
     
     

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

   • 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  next to the event.
   • You can modify a design by using the pencil icon  next to the design.
   • You can add another event by using the New Event button.
   • You can delete an event by using the delete iconnext to the event.

To view all the tickets to which a workflow was applied, on the WORKFLOWS subtab of the 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: 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 that determines if the workflow 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: Information about the action.

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.
  

  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.
  

  • 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.
  

  • 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.

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. 

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.

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.
   

   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.
   

   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.

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:

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 The selected fields appear in the Selected section.

      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 .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. 

      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.

      • 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.

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

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 appropriate user (for example, select either the Users, Teams, or Agents).
5. Select Users/Team/Agents from the Available box and move it to the Selected box.
6. Click Save.
   

A new permission is added to the Permissions tab.

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

To change the 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.

The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVox. 

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.

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 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.

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.
   

   • 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 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.

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

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

You can 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 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. 

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. 

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. 
   

   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. 
   

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

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

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 modify these statuses.

To create a status:

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

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:

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.