.e11 Help Desk Software Manual for customer support & service software
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Dynamic Ticket Groups allows you to group tickets on the basis of various fields, such as status, priority and ticket channel. These dynamic ticket groups can be used to create escalation rules, triggers and e-mail notifications. Using this feature, you can add and manage various dynamic ticket groups.
Note: You can add a ticket group on the basis of non-assigned tickets by selecting Open in the Ticket Status ID. This will allow you to assign the non-assigned tickets or unattended tickets to a particular representative with the help of an escalation rule.
To add a ticket group:
1. Open Ticket Management Configuration page.
2. Click Dynamic Ticket Groups .
3. View Ticket Group Details page opens, as shown in the Figure 11-10-1. This page will show you the existing ticket group(s) name.
Note: You can view the Trash 
in View Ticket Group Details page only, if
there is deleted ticket group(s).
4. Click 
to open the Add Ticket Group page.
5. Enter the name for the Ticket Group.
6. You can also add information in the optional fields.
Note: You have to select at least one of the optional fields for creating a ticket group. You can select multiple options for a field by pressing the control key.
Optional Fields |
|
Field |
Description |
|
Dynamic Client Group |
Dynamic Client Group allows you to group tickets on the basis of various fields, such as Client Group ID and Client User Name. |
|
Ticket Creation Date |
Date when the ticket was created. |
|
Ticket Status ID |
Current status of the ticket. |
|
Ticket Category |
Category of the ticket. |
|
Ticket Priority ID |
Level of urgency (such as Urgent and Important) of the ticket. |
|
Ticket Channel ID |
Channel (such as Helpdesk and E-mail), through which the ticket is created. |
|
Ticket Rep ID |
Representative for the ticket. |
|
Ticket Asset |
Asset for the ticket. |
|
Ticket Service |
Service for the ticket. |
Note: If there is no dynamic client group, you have to create a client group.
7. Click 
to save the information.
Note: You can add more fields or modify the existing fields in Add Ticket Group page from Import Ticket Attributes under Configure Dynamic Ticket Groups.
Example: At times you may want to
group tickets on the basis of various fields, such as status, priority and ticket
channel. In such a case, you have to add a ticket group. To do so, enter a
ticket group name, such as Hardware. After selecting a client group, select at
least one of the fields and its options’ for creating a ticket group, as shown
in the Figure 11-10-2.
Click 
.
To modify a ticket group:
1. Open View Ticket Group Details page.
2. Click the Ticket Group Name to be modified.
3. Modify the Ticket Group fields and click 
to save the changes.
To delete a ticket group:
1. Open View Ticket Group Details page.
Note: You can view the Trash in View Ticket Group Details page only if
there is deleted ticket group(s).
2. Check the Ticket Group Name to be deleted, as shown in the Figure 11-11-1.
3. Click 
.
A delete confirmation box pops-up. Click 
to confirm deletion.
To recover a ticket group:
1. Open View Ticket Group Details page.
2. Click Trash 
to open the Deleted Items View page.
3. Check the box against the Ticket Group Name you want to recover, as shown in the Figure 11-12-1.
4. Click 
.
A recover confirmation box pops-up. Click 
to recover.
Tip: You can delete a ticket group
permanently by clicking 
on the Deleted Items View page.
Click
to go back to the View Ticket Group Details
page.