Overview

Home >> Settings >> Support >> Ticket Distribution Master

To access the ticket distribution master section:

-          Go to Settings.

-          Select Ticket Distribution Master in the Support section.

See sample screenshot of the Ticket Distribution Master section:

Ticket Distribution by Product Type

Home >> Settings >> Support >> Ticket Distribution Master >> By Product Type

To access this section:

-          Click on By Product Type button in the Ticket Distribution Master section.

In the By Product Type section, the details about the ticket distribution are given in the following sequence.

-          Ticket Category – Applicable Department – Applicable Status – Product Types – Assigned Admins

See sample screenshot of the Ticket Distribution By Product Type section:

• Add New Product Wise Ticket Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Product Type >> Add Ticket Distribution Criteria

To add a new ticket distribution criteria by product type:

-          Click on the Add Ticket Distribution Criteria button in the By Product Type section. A window will open as shown in the screenshot below.

-          Select the Ticket Category and Department Category for which you want to define this ticket distribution.

-          Select the Applicable Department and Applicable Ticket Status for this distribution criteria.

-          Select the Product Types for which you are defining this ticket distribution criteria.

-          Select the Admins to whom the ticket would be assigned as per this criteria.

-          Click on the Save button.

See screenshot of the Add Ticket Distribution Criteria By Product Type:

• Edit Product Wise Ticket Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Product Type 

To edit an existing ticket distribution criteria by product type:

-          Click on the Edit icon located in front of the distribution criteria that you want to edit in the By Product Type section.

-          Make desired changes in the distribution criteria and click on the Update button.

• Delete Product Wise Ticket Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Product Type

To delete an existing ticket distribution criteria by product type:

-          Click on the Delete icon located in front of the distribution criteria that you want to delete in the By Product Type section.

Ticket Distribution by Ticket Escalation Level

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Escalation Level

To access this section:

-          Click on By Ticket Escalation Level button in the Ticket Distribution Master section.

In the By Ticket Escalation Level section, the details about the ticket distribution are given in the following sequence.

-          Ticket Category – Applicable Department – Applicable Status – Color Code - Product Types – Assigned Admins

See sample screenshot of the Ticket Distribution By Ticket Escalation Level section:

• Add New Ticket Distribution Criteria Based on Ticket Escalation Level

Home >> Settings >> Support >> Ticket Distribution Master >> By Escalation Level >> Add Ticket Distribution Criteria

To add a new ticket distribution criteria by ticket escalation level:

-          Click on the Add Ticket Distribution Criteria button in the By Ticket Escalation Level section. A window will open as shown in the screenshot below.

-          Select the Ticket Category, Applicable Department and Applicable Ticket Status for which you want to define this ticket distribution.

-          Select the Time Range after ticket generation, when the ticket should be escalated and add Color Code of the ticket for this distribution criteria.

-          Select the Product Types for which you are defining this ticket distribution criteria.

-          Select the Admins to whom the ticket would be assigned as per this criteria.

-          Click on the Save button.

See screenshot of the Add Ticket Distribution Criteria By Ticket Escalation Level:

• Edit By Ticket Escalation Level Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Escalation Level 

To edit an existing ticket distribution criteria by ticket escalation level:

-          Click on the Edit icon located in front of the distribution criteria that you want to edit in the By Ticket Escalation Level section.

-          Make desired changes in the distribution criteria and click on the Update button.

• Delete By Ticket Escalation Level Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Escalation Level

To delete an existing ticket distribution criteria By Ticket Escalation Level:

-          Click on the Delete icon located in front of the distribution criteria that you want to delete in the By Ticket Escalation Level section.

Ticket Distribution by No. of Client Replies

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Client Replies

To access this section:

-          Click on By No. of Client Replies button in the Ticket Distribution Master section.

In the By No. of Client Replies section, the details about the ticket distribution are given in the following sequence.

-          No. of Client Replies - Ticket Category – Applicable Department – Applicable Status –Product Types – Assigned Admins

See sample screenshot of the Ticket Distribution By No. of Client Replies section:

• Add New Ticket Distribution Criteria Based on No. of Client Replies

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Client Replies >> Add Ticket Distribution Criteria

To add a new ticket distribution criteria By No. of Client Replies.

-          Click on the Add Ticket Distribution Criteria button in the By No. of Client Replies section. A window will open as shown in the screenshot below.

-          Enter the required number in the Number of Client Replies on a Ticket More Than field. Like, if you want the ticket to be escalated after 5 client replies, add 5 here.

-          Select the Ticket Category, Applicable Department and Applicable Ticket Status for which you want to define this ticket distribution.

-          Select the Product Types for which you are defining this ticket distribution criteria.

-          Select the Admins to whom the ticket would be assigned as per this criteria.

-          Click on the Save button.

See screenshot of the Add Ticket Distribution Criteria By No. of Client Replies:

• Edit By No. of Client Replies Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Client Replies 

To edit an existing ticket distribution criteria By No. of Client Replies:

-          Click on the Edit icon located in front of the distribution criteria that you want to edit in the By No. of Client Replies section.

-          Make desired changes in the distribution criteria and click on the Update button.

• Delete By No. of Client Replies Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Client Replies

To delete an existing ticket distribution criteria By No. of Client Replies:

-          Click on the Delete icon located in front of the distribution criteria that you want to delete in the By No. of Client Replies section.

Ticket Distribution by No. of Tickets

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Tickets

To access this section:

-          Click on By No. of Tickets button in the Ticket Distribution Master section.

In the By No. of Tickets section, the details about the ticket distribution are given in the following sequence.

-          Number of Tickets – Number of Days - Ticket Category – Applicable Department – Applicable Status –Product Types – Assigned Admins

See sample screenshot of the Ticket Distribution By No. of Tickets section:

• Add New Ticket Distribution Criteria Based on No. of Tickets

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Tickets >> Add Ticket Distribution Criteria

To add a new ticket distribution criteria By No. of Tickets:

-          Click on the Add Ticket Distribution Criteria button in the By No. of Tickets section. A window will open as shown in the screenshot below.

-          Enter the required number in the Number of Tickets More Than and In Days field.

-          Select the Ticket Category, Applicable Department and Applicable Ticket Status for which you want to define this ticket distribution.

-          Select the Product Types for which you are defining these ticket distribution criteria.

-          Select the Admins to whom the ticket would be assigned as per this criteria.

-          Click on the Save button.

See screenshot of the Add Ticket Distribution Criteria By No. of Tickets:

• Edit an Existing Ticket By No. of Tickets Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Tickets 

To edit an existing ticket distribution criteria By No. of Tickets:

-          Click on the Edit icon located in front of the distribution criteria that you want to edit in the By No. of Tickets section.

-          Make desired changes in the distribution criteria and click on the Update button.

• Delete By No. of Tickets Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By No. of Tickets

To delete an existing ticket distribution criteria By No. of Tickets:

-          Click on the Delete icon located in front of the distribution criteria that you want to delete in the By No. of Tickets section.

Ticket Distribution by Ticket Title

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Title

To access this section:

-          Click on By Ticket Title button in the Ticket Distribution Master section.

In the By Ticket Title section, the details about the ticket distribution are given in the following sequence.

-          Ticket Category – Applicable Department – Applicable Status – Applicable Ticket Title - Product Types – Assigned Admins

See sample screenshot of the Ticket Distribution By Ticket Title section:

• Add New Ticket Distribution Criteria Based on Ticket Title

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Title >> Add Ticket Distribution Criteria

To add a new ticket distribution criteria By Ticket Title:

-          Click on the Add Ticket Distribution Criteria button in the By Ticket Title section. A window will open as shown in the screenshot below.

-          Select the Ticket Category, Applicable Department and Applicable Ticket Status for which you want to define this ticket distribution.

-          Select the Applicable Ticket Title for the distribution criteria that you are defining.

-          Select the Product Types for which you are defining this ticket distribution criteria.

-          Select the Admins to whom the ticket would be assigned as per this criteria.

-          Click on the Save button.

See screenshot of the Add Ticket Distribution Criteria By Ticket Title:

• Edit By Ticket Title Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Title 

To edit an existing ticket distribution criteria By Ticket Title:

-          Click on the Edit icon located in front of the distribution criteria that you want to edit in the By Ticket Title section.

-          Make desired changes in the distribution criteria and click on the Update button.

• Delete By Ticket Title Distribution Criteria

Home >> Settings >> Support >> Ticket Distribution Master >> By Ticket Title

To delete an existing ticket distribution criteria By Ticket Title:

-          Click on the Delete icon located in front of the distribution criteria that you want to delete in the By Ticket Title section.