Ticket Title
Overview
Home >> Settings >> Support >> Ticket Title
In the Ticket Title section, you can add, remove and manage hierarchical ticket titles related to different issue types for different ticket departments and also add quick self-help solutions for them.
To access the Ticket Title section:
- Go to Settings.
- Select Ticket Title in the Support section.
See sample screenshot of the Ticket Title section:
Add A New Ticket Title
Home >> Settings >> Support >> Ticket Title
To add a new ticket title for an issue type, follow the below-given steps:
- Select a Ticket Department from the ticket department dropdown list for which you want to add a new ticket title.
- This will open few fields as shown in the screenshot below.
- Now, in Add Issue Type/Self-Help Matter, select Dropdown to add a new ticket title and enter the new ticket title in the provided box.
- Click on the Add icon to add more titles to the list of ticket titles.
- Click Remove to remove a ticket title from the list.
- Click on the Save button to save your changes.
See this screenshot for reference:
Add A Sub-Level Ticket Title
A sub-level ticket title is added to understand the client issue better, when you want him to narrow down his issue by selecting furthermore titles.
To add a sub-level ticket title, follow the below given steps:
- Select a Ticket Department from the ticket department dropdown list for which you want to add a sub-level ticket title.
- Now, select a ticket title from the Add Sub-Levels dropdown list to which you want to add a sub-level ticket title.
- Now, select Dropdown and enter the sub-level ticket title in the provided box.
- Click on the Add button to add more sub-level titles to this list of sub-level ticket titles.
- Click Remove to remove a sub-level ticket title from the list.
- In the same way, you can add more sub-sub-level ticket titles and so on.
- Click on the Save button to save your changes.
See this screenshot for reference:
Add Self-Help Matter
To add Self-Help Matter for a Ticket Title/Sub-Title, follow the below given steps:
- Select a Ticket Department from the ticket department dropdown list under which you want to add the Self-Help Matter.
- Now, select the Ticket Title from the Add Sub-Level dropdown list and also the subsequent Sub-Level Ticket Titles under which you want to add the Self-help matter.
- Now, select Textbox and enter the Self-help matter in the provided box.
- Click on the Save button to save your changes.
See this screenshot for reference:
