Ticket Settings

Ticket Settings is where you configure your support help desk: the agents who answer tickets, the groups they belong to, the types and channels you classify tickets by, ready-made reply templates, how tickets are auto-assigned, and which tickets each agent can see. You can also control the fields shown on your public ticket form.

This page is only available when the Tickets module is enabled for your company.

The page is organized into tabs across the top. Each tab is described below.

Ticket Agents

Agents are the employees who handle tickets. This tab lists every agent, the groups they are assigned to, and whether each is currently active.

Add an agent

1. Open the Ticket Agents tab.
2. Click Add New Agents.
3. Choose the employee and the group(s) to assign them to.
4. Click Save.

Manage existing agents

• Group: use the multi-select in the agent's row to change which groups they belong to. Changes save automatically.
• Status: switch an agent between Enabled and Disabled in their row. A disabled agent stays in the list but no longer receives tickets.
• Delete: remove an agent with the Delete link, then confirm in the pop-up.

Add-agent fields

Group Manage

Groups (also called teams or departments) let you route tickets to the right set of agents.

Add a group

1. Open the Group Manage tab.
2. Click Add New Group (or use the manage-groups option inside the add-agent screen).
3. Enter a group name.
4. Click Save.

Delete a group

1. Click Delete on the group row.
2. Confirm in the pop-up.

Group fields

Note: the Group Manage tab is only shown to users who have the manage_ticket_groups permission set to "all".

Ticket Types

Ticket types let you categorize tickets (for example Bug, Question, Billing).

Add a ticket type

1. Open the Ticket Types tab.
2. Click Add New Ticket Type.
3. Enter the type name.
4. Click Save.

Each type can be edited or deleted from its row.

Ticket type fields

Ticket Channel

Channels record where a ticket came from (for example Email, Phone, Website).

Add a channel

1. Open the Ticket Channel tab.
2. Click Add New Ticket Channel.
3. Enter the channel name.
4. Click Save.

Each channel can be edited or deleted from its row.

Channel fields

Reply Templates

Reply templates are saved canned responses agents can drop into a ticket reply to save time.

Add a reply template

1. Open the Reply Templates tab.
2. Click Add New Template.
3. Enter a heading and the template body (rich text, images supported).
4. Click Save.

Each template can be edited or deleted from its row.

Reply template fields

Auto-assign method (Round Robin)

This tab controls automatic, even distribution of new tickets across agents.

Turn round robin on or off

1. Open the auto-assign method tab.
2. Toggle the switch on or off. The change saves immediately.

How round robin works

When enabled, incoming tickets are handed out in turn so the workload is shared fairly:

• Equal distribution across available agents.
• Sequential assignment, one agent after another.
• Fair rotation so no single agent is overloaded.

Ticket Visibility Setting

This tab decides how much of the ticket queue each agent can see.

Set ticket visibility

1. Open the Ticket Visibility Setting tab.
2. Choose one scope option (below).
3. If you choose Group Tickets, pick the groups to limit visibility to.
4. Click Save.

Visibility options

Email to Ticket (Email Sync / IMAP)

When enabled, BusinessHRM checks a mailbox over IMAP and turns incoming emails into tickets automatically.

Configure email sync

1. Open the email sync tab.
2. Turn on the Status checkbox to reveal the IMAP fields.
3. Fill in the mailbox details (below).
4. Click Save.

Email sync fields

Ticket Form fields (public form)

Your company has a public ticket-submission form (also embeddable via iframe). You control which fields appear on it from the ticket form manager.

Manage the form

1. Open the ticket form page.
2. Drag rows to reorder how fields appear on the public form.
3. Use each field's switch to show or hide it. Core fields (Name, Email, Ticket Subject, Message, Assign Group) are always on and cannot be turned off.
4. A live preview updates as you make changes.

You can copy the iframe snippet or the direct/styled link to embed or share the form, optionally with your logo.

Permission note

Ticket Settings is controlled by the manage_ticket_setting permission, and the Tickets module must be enabled. A user needs this permission set to "all" plus an active Tickets module to open the page. The Group Manage tab additionally requires the manage_ticket_groups permission.

Tips

• Set up your groups first, then add agents and assign each agent to the right group(s).
• Use Ticket Types and Channels consistently so your reporting and filtering stay meaningful.
• Reply templates are a big time-saver for common questions; create a few for your most frequent answers.
• Round robin pairs well with group-based visibility: tickets are spread fairly and each agent only sees what is relevant to them.
• For email-to-ticket, use a dedicated support mailbox and test that the IMAP host, port, and encryption match your mail provider's settings.
• Embed the public ticket form on your website with the provided iframe snippet so customers can raise tickets without logging in.