SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Ticket Settings

To access this section, click the settings icon. Then expand System Settings and Tickets and click Ticket Settings in the navigation pane. The ticket settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • View Ticket Requires - To specify which role is required to view tickets in the Web portal, select it from the list. By default, this setting is set to registered users with verified email addresses.
  • New Ticket in Portal Requires - To specify which role is required to submit tickets from the Web portal, select it from the list. By default, this setting is set to registered users with verified email addresses.
  • New Ticket From Email Requires - To specify which role is required to be able to submit tickets via email, select it from the list. By default, this setting is set to all users.
  • Max Messages in Replies - The number of previous messages automatically included in the text of a ticket response. By default, ticket replies include the text of three previous messages. All replies to tickets are stored by SmarterTrack, but not all replies necessarily need to be included in each ticket response.
  • Stop Idle Events After - Idle events run on tickets that sit, without activity, for a certain amount of time. However, idle events can tax SmarterTrack if there isn't an upper limit set that stops from firing after a certain amount of time, especially if more than one idle event set. Therefore, this sets the number of days after which idle waiting tickets no longer trigger event actions.
  • Agent Transfer Selection To specify whether an agent can select a specific agent when transferring tickets, select the appropriate option from the list.
  • Auto Save Frequency - This sets how often drafts are automatically saved as drafts when agents are typing up replies to tickets.
  • Enable specific date selection for follow-ups - Checking this box will allow agents to specify the date a follow-up is due. If this option is disabled, the agent can only choose the number of days that can pass until the follow-up is due. By default, this option is enabled.
  • Enable ticket idle time reset when call log is added - Checking this box will set a ticket's idle time to 0 when an agent adds a call log to the ticket, specifically affecting any idle events set on those tickets. Tickets can go idle for any one of a number of reasons. For example, an agent replies to the ticket and is waiting for the user to reply. However, if that user calls in, a call log can be attached to the idle ticket, thereby resetting its idle time and keeping any idle events from firing until a later time. By default, this option is disabled.
  • Enable transferring tickets to inactive agents - Checking this box will allow agents to transfer tickets to agents that are not actively receiving tickets. By default, this option is enabled.
  • Enable transferring tickets to another instance - Checking this box will allow agents to transfer tickets to another SmarterTrack installation. This is useful for larger companies that have multiple geographic locations, each with its own SmarterTrack installation. By default, this option is disabled.
  • Enable ticket response time report data to be calculated based on business hours - Checking this box will allow any response time reporting to use a department's business hours as the basis for calculations versus a full 24 hour period. That enables managers and administrators to get a better idea of how agents are performing during the business day.
  • Display user comment on ticket - Agents can make comments about particular accounts or users that carry over to new tickets coming in from that user. For example, if a customer is on a particular server or requires special assistance, agents can note this in user comments so that anyone who takes a ticket from that customer sees the comment and can act accordingly.
  • Disable end users' ability to close tickets - Checking this box will remove an end user's ability to close tickets on their own. Instead, they can only be closed by an agent or manager. This ensures agents are aware that the issue is resolved satisfactorily.
  • Enable duplicate email check when importing tickets - Checking this box can prevent SmarterTrack from receiving a large influx of new tickets due to auto-responder loops.

Service Quality

Service quality settings are a good way to set up service levels for departments. For example, if tickets need to be replied to within a given amount of time, or if there is a limit set on how long a ticket remains open before it's resolved.

  • Idle Warning After - The number of seconds an agent has not responded to a ticket. After this threshold has been reached, the agent will receive a warning notification.
  • Idle Critical After - The number of seconds an agent has not responded to a ticket before the ticket becomes critical. After this threshold has been reached, the agent will receive a critical notification.
  • Duration Warning After - The number of minutes, hours or days a ticket remains open before its duration sets off a warning.
  • Duration Critical After - The number of minutes, hours or days a ticket remains open before its duration sets off a critical alert.

Portal

Use this tab to edit the following settings:

  • Max Uploads for New Tickets - The maximum number of attachments that can be uploaded with a new ticket. By default, SmarterTrack limits new tickets to 3 attachments.
  • Enable attachments when submitting tickets - Checking this box will allow users to attach files to a ticket submission. By default, this option is enabled. The types of files allowed to be uploaded are managed in General Settings.
  • Enable CAPTCHA when submitting tickets - Checking this box will require users to submit a CAPTCHA before submitting a new ticket. By default, this option is disabled.
  • Display tickets created through email to users in portal - Checking this box will allow customers to see the tickets they have submitted through email within the Web portal. If this option is disabled, customers will not be able to view tickets submitted by email in the portal. By default, this option is enabled.
  • Display the option to send ticket list by email in portal - Checking this box will allow users to request a list of their tickets be sent to them via email. By default, this option is enabled.
  • Department Selection Text - The text that displays in the portal that instructs the user to select a department when submitting a new ticket.

Email

Use this tab to edit the following settings:

  • Default Encoding - To specify the encoding format, select the appropriate option from the list.
  • Delete Failed Emails After - The number of days after which undelivered emails are deleted. By default, failed emails are deleted after 30 days. Note: Emails that cannot be delivered are stored in the App_Data/Spool/Failed folder.
  • Reply Line Prefix - The punctuation that appears at the beginning of each line of a quoted email in a ticket reply. By default, the reply line prefix is >. Note: This option applies to plain-text emails only.

Raw Content

Use this tab to edit the following settings:

  • Purge After - The number of days after which files are purged from the system. By default, raw content is purged after 30 days.
  • Purge After - The maximum number of files that will be kept before the files are purged from the system. By default, the maximum number of files is 25,000. Note: SmarterTools recommends keeping this option at the default setting or lower.
  • Purge After - The maximum amount of space available for raw content storage. If this amount of space is exceeded, the files are purged from the system. By default, the maximum amount of space is 10,000 MB.

Servers

If the administrator has enabled the ability to transfer tickets between SmarterTrack installations, this tab is used to specify which instances of SmarterTrack tickets can be transferred to/from. Note: Both installations must be running the same version of SmarterTrack in order for this feature to work properly.