Configure Ticket Settings
Manage ticket assignment, routing, aging, and office email behaviour.
Before you start
- •Sign in to the Hub with access to this workspace.
You will finish with
- •You can explain what Configure Ticket Settings is for and choose the correct next action.
Safety and data checks
- • Ticket automation can assign work and email staff; verify owners, timing, and live-send effects before saving.
Complete the task
- 1Navigate
Open Configure Ticket Settings
Use the Hub navigation to open Configure Ticket Settings. Do not begin from a bookmarked record until you can identify this workspace in the normal menu.
Expected resultConfigure Ticket Settings is open and its page heading is visible.
- 2Review
Understand what belongs here
The Tickets section controls how new support tickets are assigned, routed, aged, and communicated to the office. Use this distinction to avoid creating the same work in a neighbouring workspace.
- 3Verify
Read the current state first
Read the field description and distinguish ticket defaults from service-call, notification, follow-up, and office-task settings. Read the customer, owner, date, and status before opening or changing a record.
- 4Review
Choose the correct action
Change the smallest verified ticket value, then test a normal case and its error or escalation path. Open the specific record and confirm its history before saving, sending, assigning, or completing anything.
- 5Verify
Confirm the safe stopping point
Ticket automation can assign work and email staff; verify owners, timing, and live-send effects before saving. This orientation ends before any irreversible or customer-facing submission.
Ticket automation can assign work and email staff; verify owners, timing, and live-send effects before saving.Expected resultYou know what must be verified before the final action.
If something does not look right
The page or action is not visible.
Confirm your role and Navigation & Access settings, then ask a Super Admin if the feature is disabled.