Advanced ticketing setup
The Ticket SLA tab also contains additional options using which the assignment, opening and closing of tickets can be managed.
- Tickets Re-open Time Limit
Defines the number of days within with a user can reopen a closed ticket
- Open Tickets Limit
Defines the number of open tickets which can remain open for a single user.
- Automatic Ticket Assignment
Defines the method of allocating tickets to admins.
- Assign ticket to next admin on time frame
Defines how to allocate tickets if not completed within the defined period for each ticket with different SLA.
- Assign ticket to admins by level-wise
Defines the admins to whom the ticket should be escalated if not completed within the time frame.
- Closing Ticket check from Admin side
Allow tickets to be closed from admin side only after sending a sessage.