Support Accounts

Support accounts allow your system to pull tickets from an email account on an external email server.

Basic Ticket Configuration

Basic Ticket configuration can be found under Config > Tickets > Config.

General Settings

  • Priorities: You can select a number of different priority levels to support. The default is 5. These priorities do not do anything directly in Powercode – they are simply for your convenience.
  • Default Priority Level: What level incoming tickets default to
  • Automatically close resolved tickets: Allows tickets to automatically transition from Resolved to Closed status after a period of time.
  • Close resolved Tickets After X Days: Date to automatically transition from Resolved to Closed if above is set to yes.
  • All Users can Close Tickets: Allows all users to close tickets regardless of permission levels.
  • Idle Ticket Time Baased Off: Time counts from Replies or counts from any latest action.
  • Auto Reassign Ticket on Update: Reassigns ticket to user making change on Response to customer or Reply, Comment or Transfer of Ticket.
  • Include Ticket History in Email:  yes or no
  • Mobile Ticket response Sent by: SMS Message, Email or Both (SMS/Mobile, tickets via Text Message are generated through the Twilio SMS integration)

Ticket Handler Groups

A Handler Group designates the initial Users from your team a ticket is assigned to.

We recommend using Handler Group to indicate the channel a Ticket uses to enter your system.

Examples:

  • Emails to to a Support Account at support@yourcompany.com and Tickets generated through the Customer Portal are generally associated to a Support Handler Group.
  • Tickets created internally for issues at tower sites would typically be set to associate to an Infrastructure Handler Group
  • Emails to sales@yourcompany.com would typically associate to a Sales Handler Group.

Handler Groups can contain any number of Users in your system. Users in a Handler Group will be notified when tickets are assigned to their group as well as being able to see all tickets in their group under the ticket reports.

Ticket Categories

A Ticket Category is the most general classification for who is responsible for a ticket.

We recommend using a Ticket’s Category to indicate what department is currently working on a Ticket. These will typically coincide with Handler Groups, but may change if a ticket requires work from departments other than the initial Handler Group.

Examples:

  • If support hands a ticket off to sales for an upsell when a customer is maxing out their Internet Plan the ticket would have the Support Handler Group but the Sales Category
  • If your Sales Deparment hands a ticket to Infrastructure to evaluate a requested dedicated Point to Point connection the ticket would be in the Sales Handler Group but would be in the Infrastructure Category.

Ticket Types

Ticket Types are children of categories. They typically describe the different types of works the ticket represents for the Users responsible for a Ticket Category.

Examples:

  • Example Sales Category Ticket Types: Inquiry, Upsell, Other
  • Example Support Category Ticket Types: Training, Troubleshooting, Other
  • Example Billing Category Ticket Types: Refund Request, Mis-bill, Troubleshooting, Collections, Other