Ticket Settings (Agents, Groups, Types, Channels)

The Ticket Settings page is where you configure your helpdesk: the agents who answer tickets, the groups they belong to, the types and channels you classify tickets by, your canned reply templates, automatic assignment, agent visibility, and the public ticket form.

Where to find it

• Sidebar → Settings → Ticket Settings

This page requires the Manage Ticket Setting permission. It is organised into tabs.

Ticket Agents

An agent is an employee who handles tickets, linked to one or more groups.

How to add an agent

1. Open Ticket Settings → Ticket Agents tab.
2. Click Add ("Add New Ticket Agents").
3. Choose the employee under Choose Agents and select one or more groups under Assign Group.
4. Save.

On the agents table you can reassign an agent's groups inline, set their Status to Enabled or Disabled, and delete them.

Permission: Manage Ticket Agent.

Groups (Group Manage)

A group is a queue or team that tickets are assigned to (for example "Billing", "Technical").

1. Open Ticket Settings → Group Manage tab.
2. Add a group by entering its Name; you can edit and delete groups too.

Permission: Manage Ticket Groups.

Ticket Types

A type classifies what a ticket is about (for example "Bug", "Question").

1. Open Ticket Settings → Ticket Types tab.
2. Add a Ticket Type; edit and delete as needed.

Permission: Manage Ticket Type.

Ticket Channels

A channel records the source/medium a ticket came through (for example Email, Web, Phone). Channels are entirely user-defined.

1. Open Ticket Settings → Ticket Channel tab.
2. Add a Ticket Channel; edit and delete as needed.

Permission: Manage Ticket Channel.

Reply Templates

Canned responses your agents can insert with Apply Template when replying.

1. Open Ticket Settings → Reply Templates tab.
2. Click Add, enter a Template Heading and the Template Text (rich content), and save.
3. Edit or delete templates as needed.

Round Robin (automatic assignment)

The Round Robin tab has a toggle that turns on automatic, fair distribution of new tickets. When enabled and no agent is chosen on a new ticket, the ticket is assigned to the agent in the group with the fewest active (open/pending) tickets, rotating assignment evenly.

Ticket Visibility Setting

The Ticket Visibility Setting tab controls how much each agent can see. Choose one Scope for Ticket Visibility:

• All Tickets — can view and edit all tickets.
• Tickets in a group — can view and edit tickets in their group(s) plus tickets assigned to them. Selecting this reveals a Groups multi-select.
• Assigned Tickets — can view and edit only tickets assigned to them. (This is the default.)

Embeddable Ticket Form

Your helpdesk includes a public ticket-submission form your customers can use without logging in.

• Manage it under the ticket form area: toggle which fields appear (Name, Email, Ticket Subject, Message and Assign Group are always required) and drag to reorder fields.
• Copy the iframe embed snippet to place the form on your website, or share the direct link. Options let you show it styled, with your logo, and in a chosen language. A live preview shows your changes.

Permission notes

• Manage Ticket Setting — access the settings page.
• Manage Ticket Agent / Groups / Type / Channel — manage each respective list.

Tips

• Set up groups first, then add agents to them, before turning on Round Robin.
• Use Ticket Visibility Setting to keep agents focused only on their own queue.
• Build a small library of reply templates for your most frequent answers.