How to Configure Ticket Settings

Ticket Settings control how tickets are created, managed, and displayed in your helpdesk. Configuring these settings helps you standardize workflows and ensure consistent ticket handling across your team.

Before You Begin

• Make sure you have access to Helpdesk Settings
• Decide your workflow preferences (status flow, priorities, notifications, etc.)

Steps

1. Log in to Synclo
   Sign in and open your main dashboard.
2. Go to Ticketing & Helpdesk
   Access the helpdesk module from the sidebar.
3. Open Settings or Configuration
   Navigate to the section where ticket behavior is managed.
4. Click on Ticket Settings
   This will open all configuration options related to tickets.
5. Configure Ticket Statuses
   Define the stages of a ticket (e.g., Open, In Progress, Resolved, Closed).
   Adjust names or add custom statuses if needed.
6. Set Priority Levels
   Configure priorities such as Low, Medium, High, or Urgent.
   These help agents understand ticket importance.
7. Enable or Adjust Notifications
   Choose when notifications should be sent to agents or users
   (e.g., on ticket creation, assignment, updates).
8. Configure Default Assignment (if available)
   Set rules for how tickets should be assigned by default.
9. Set SLA or Response Rules (if available)
   Define expected response or resolution times for tickets.
10. Review all configurations
    Make sure settings match your team’s workflow and processes.
11. Click Save Changes
    Save your settings to apply them across the system.

What Happens Next

• All tickets will follow the configured workflow
• Agents will see consistent statuses and priorities
• Notifications and handling will work based on your setup

Quick Tips

• Keep statuses simple and easy to understand
• Use priorities to highlight urgent issues
• Review settings regularly as your support process evolves