Support Ticketing
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Support Ticketing
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Settings

Access

Restrict view of Tickets and CSAT to internal team members:
⁠
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ℹ️ When this option is selected, only team members listed below are able to see all requests and CSAT submissions. All other members see their own submissions only.
IT Team Members
0
Members
1
​
2
​
3
​
There are no rows in this table
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Workflow and SLAs

SLA timers start when a request is created and end when it enters a Resolution Status. Check Pause SLA timer if you’d like for a status to not count towards your TTR.
Priorities
1
Priority
1
P0 🔥
2
P1
3
P2
4
P3
There are no rows in this table
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SLAs
1
Priority
SLAs
1
P0 🔥
8 hrs
2
P1
1 day
3
P2
3 days
4
P3
3 days
There are no rows in this table
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Workflow
0
Statuses
Pause SLA timer
Resolution Status
1
Not Started
2
In Progress
3
Waiting
4
Blocked
5
Done
6
Cancelled
There are no rows in this table
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ℹ️ The first row in Workflow determines what the default status for newly created requests will be.
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Fields

Request Types
0
Request Types
1
Access Request
2
General
3
Groups
4
Hardware Request
5
Information Request
6
Password Reset
7
Troubleshooting
There are no rows in this table
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Components
0
Components
1
Documentation
2
G Suite
3
Hardware Repair
4
macOS
5
Marketing Tools
6
New Hardware
7
Offboarding
8
Okta
9
Onboarding
10
Other
11
PDQ Tools
12
Productivity Tools
13
Recruiting Tools
14
Sales Tools
15
SentinelOne
16
Slack
17
WiFi
18
Zoom
There are no rows in this table
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