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Support Ticketing
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Support Ticketing
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Settings

Access

Restrict view of Tickets and CSAT to internal team members:
⁠
⁠
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
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
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
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
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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