Ticket setup

Configure how tickets are numbered, routed, answered and closed: teams, statuses, templates, categories, areas, the email channel and web forms.

Contents: General · Teams · Statuses · Templates · Task categories and task areas · Email channel · Web forms · Example · FAQ

Who can use it

Administrators and managers who hold the matching setup permission for each page. SLA policies have their own guide: SLA policies and reports. The Tickets module must be in your plan.

Where: CRM → CRM settings → Tickets and service, with the pages General, Teams, Statuses, SLA policies, Templates, Task categories, Task areas, Email (Gmail / Outlook) and Web forms.

General settings

CRM → CRM settings → Tickets and service → General has three tabs: General, Mailbox and Self-service.

Auto-assignment

Rules are checked from top to bottom and the first match wins.

Rule	What it does
Ticket created from a call	Goes to the agent who answered or placed the call
Category has an owner	Goes to the owner set on the ticket's task category
Otherwise, a team member	Goes to one of the chosen Team, picked by Round robin or Fewest open tickets

Automation and CSAT

Switch	What it does
CSAT survey	A resolved ticket asks the client to rate the help
Merge duplicates	Flags a new ticket that repeats an open one so an agent can merge them. Nothing is merged automatically. Set Look back (hours)
Incident linking	A new ticket of an area or category with an open incident is linked to that incident
Auto-nudge clients	Emails one reminder to clients whose ticket has waited on them. Set Remind after (days). Needs the email channel
Missed-call follow-up	A missed call from outside gets a callback task or a ticket (Follow up with)
Create ticket from voicemail	Every new voicemail opens a ticket that plays the message
Close resolved tickets after (days)	Resolved tickets move to Closed after this many days. Leave empty to keep them resolved

The Self-service tab controls the public ticket page; see Customer self-service.

Teams

Teams group agents so that tickets given to a team reach all its members.

1. Choose New team.
2. Enter a name and purpose, pick a Team lead (always a member) and the Members. People may be in several teams.
3. Choose the Ticket routing: Manual (tickets wait in the team queue), Round robin (each new ticket goes to the next member) or Fewest open tickets.
4. Select Create team.

Deleting a team does not delete its tickets; they stay with their assignees but leave the team.

Statuses

Statuses are the steps of your workflow and the columns of the ticket board.

Column / option	Meaning
Name, Order	Position on the board. Columns run left to right from 1
Colours	Light and dark background and text colours
Counts as resolved	The SLA clock stops and the ticket counts as Resolved
Default for new tickets	Email, web form, voicemail and API tickets start here, and a client reply reopens a resolved ticket into it. A resolved status cannot be the default
Pauses the SLA	The SLA clocks stop while a ticket sits here, for example "Waiting for customer"

Create one with New status; edit or delete from the row actions.

Templates

Reusable text for ticket replies and SMS. Insert one in any reply by typing /.

1. Choose New template.
2. Enter a Template name, choose the Channel (SMS or Ticket reply), the Language and optionally a category.
3. Write the Body. Click a variable to insert it at the cursor. Unknown variables block saving.
4. For a ticket reply you may set Also send SMS.
5. Save template.

Task categories and task areas

• Task categories classify tickets (for example "Billing", "Slow internet", "New connection"). Each can have an Owner: new tickets of that category go to the owner when the "Category has an owner" rule is on.
• Task areas are locations or zones (for example "Mirpur", "Khalishpur"). An area can belong to a category.

Both pages work the same way: New task category or New task area, then edit or delete from the row actions.

Email channel

Open Ticket setup → General → Mailbox (the tab) for the support mailbox. There is also a separate page, Email (Gmail / Outlook), which connects a personal mailbox to the CRM; that one is explained in Email sync.

Section	Fields
Email replies to clients	Switch on to email every public reply (never an internal note), threaded on the ticket. From name and Support address (clients write to this address)
Outgoing mail (SMTP)	Optional. Without your own SMTP server mail is sent by 9bx from the platform address. With your own: host, Port, Encryption (SSL/TLS, STARTTLS, None), Username, Password (for Gmail or Outlook create an app password)
Incoming mail (IMAP)	Turn emails into tickets: the inbox is checked every minute; only mail arriving after you switch it on is read, and messages are never moved or deleted. IMAP host, Folder
Acknowledgement	Sends one automatic email when a new ticket opens, with its number. Use {ticket} and {client} in the subject or message
Tests	Send test email, Test inbox

Web forms

Web forms are also found here; they are explained in Customer self-service.

Example scenario

A Dhaka ISP sets up its desk. The admin creates the statuses New (default), In progress, Waiting for customer (pauses the SLA), Resolved (counts as resolved) and Closed. Two teams, "Support Dhaka" (round robin) and "Billing" (least open). Categories Billing, Slow internet and New connection, with the billing manager as owner of Billing. Areas Mirpur, Uttara and Khalishpur. Finally the admin connects the support mailbox so emails to support@isp.example become tickets.

Troubleshooting and FAQ

Emails to support do not become tickets. Check that Turn emails into tickets is on, that the IMAP details are right (use Test inbox) and remember only mail arriving after switching it on is read.

"A status that counts as resolved cannot be the default for new tickets." Pick another status as the default.

Template will not save. It contains an unknown variable; remove it or pick one from the list.

Related pages

Tickets · SLA policies and reports · Incidents · Customer self-service · Email sync