Advanced ticketing setup

The Ticket SLA tab also contains additional options using which the assignment, opening and closing of tickets can be managed.

• Tickets Re-open Time Limit: Defines the number of days within with a user can reopen a closed ticket
• Open Tickets Limit: Defines the number of open tickets which can remain open for a single user.
• Automatic Ticket Assignment: Defines the method of allocating tickets to admins.
• Assign ticket to next admin on time frame: Defines how to allocate tickets if not completed within the defined period for each ticket with different SLA.
• Assign ticket to admins by level-wise: Defines the admins to whom the ticket should be escalated if not completed within the time frame.
• Closing Ticket check from Admin side: Allow tickets to be closed from admin side only after sending a sessage.