Ticket settings and categories

Who can change it

Open Settings in the rail and pick Tickets. Administrators can change this page, and so can members whose custom role has Manage tickets and categories. On plans other than Enterprise, Tickets is locked, and clicking it says that it is part of the Enterprise plan. The free 7 day trial runs on Enterprise, so you can try tickets during the trial.

The Tickets switch

Tickets come with Enterprise; an admin can switch them off with the Tickets switch at the top. The switches and the default priority are saved as soon as you change them. While tickets are on:

• conversations and tickets show a Category field in the Details tab,
• the inbox panel shows the folders Tickets, Created by me and Trackers,
• everyone who may manage conversations can create tickets, see Create a ticket from a chat,
• Settings > Notifications lists New Ticket and Ticket Updated.

When tickets are switched on in a workspace that has no ticket status at all, not even an archived one, Deskwoot adds the status On hold, named in the language set under Settings > Account Settings > Site Language. It counts as Open and pauses the SLA. You manage it with your other statuses under Ticket statuses on the same page.

Default priority

This row shows while tickets are on. Pick None, Urgent, High, Medium or Low. New tickets start with this priority unless someone picks another one. A ticket filed from a conversation keeps the conversation's priority if it has one.

Require a category on new tickets

With this switch on, a new ticket can only be created with a category. The dialog for a new ticket then offers no No category. Filing a chat as a ticket asks for a category first when the chat has none, or only an archived one. Tickets that already exist keep what they have.

Categories

Categories sort conversations and tickets, for example Billing, Shipping or Bugs. Each name exists only once in the workspace, whatever the letter case, and can have up to 80 characters.

• Add: type a name into the field (For example Billing) and click Add category.
• Rename: click Rename, change the name and click Save.
• Sort: the arrows move a category up or down. The Category field and the category filter of the list show them in this order.
• Archive: Archive takes a category out of the choices. It stays on the conversations and tickets that have it. Archived categories move to the Archived list below, where Unarchive brings them back.
• Delete: only a category that nothing uses can be deleted. A category in use shows In use with a number, and its Delete stays greyed out, so archive it instead. Deleting cannot be undone.

You can add categories while tickets are off too. The Category field shows in conversations only while tickets are on.

Ticket statuses

Below the categories, Ticket statuses holds your own statuses for tickets, each under Open, Pending or Resolved. See Your own ticket statuses.

Switch tickets off

Turning the Tickets switch off hides the ticket folders, the Category field and Create ticket again. Your tickets, categories and statuses are kept and come back when you switch tickets on again. If chats were holding back their satisfaction survey until their open tickets were done, those surveys go out when you switch tickets off, as long as the inbox still sends surveys.

If your workspace leaves Enterprise

Tickets stay switched on. Your team can still open, read, comment on and resolve existing tickets. What stops until the workspace is back on Enterprise: creating tickets and trackers, and picking a category in a conversation.

Frequently asked questions

Who can change these settings?

Administrators, and members whose custom role has Manage tickets and categories. Every member can see the categories in conversations.

Which plan includes tickets?

Enterprise. The free 7 day trial runs on Enterprise, so tickets work there too.

Why can't I delete a category?

Conversations or tickets still use it. Archive it instead: it disappears from the choices but stays on everything that has it.

What happens to conversations with an archived category?

They keep it. The Category field shows it with (archived) after the name, and nobody can pick it again until you unarchive it.

Can two categories have the same name?

No. A name exists only once in a workspace, whatever the letter case, so Billing and billing count as the same name.

Does the default priority change existing tickets?

No. It only applies to tickets created after you pick it. A ticket filed from a conversation keeps the conversation's own priority if it has one.

What happens to our tickets when we switch tickets off?

They are kept, together with their categories and statuses, and come back when you switch tickets on again. While tickets are off, the ticket folders, the Category field and Create ticket are hidden.

Where did the status On hold come from?

Deskwoot adds it, named in your workspace's Site Language, when tickets are switched on in a workspace that has no ticket status at all, not even an archived one. It counts as Open and pauses the SLA. You can archive or delete it like any other status under Ticket statuses.