We are always looking for ways to make the customer support workflow simpler and efficient. In many cases, you might want to execute some ticket level actions as soon as the support ticket is created. To make your job easy, you now have the option to choose pre-defined fields to be displayed while creating a new ticket from the staff interface.
As an administrator, you have the rights to select which new fields have to be added to the new ticket form. To do that, visit the General Settings page under the Manage tab. In this page, you’ll find the brand new New Ticket Form Display Options section.
In total five new fields – Phone, Priority, Assignee, Status and Due date – are available. Check off the appropriate fields and the next time your staff is creating a new ticket, they’ll show up in the form.
The status, priority and assignee fields are drop down menus and in just one go, you get to define the ticket status, importance and the person who is the right fit to handle the ticket. Efficient, isn’t it?