Ticket settings
Overview
Six tabs: Statuses, Priorities, SLAs, Categories, Mail rules and Blacklist.
Ticket statuses and priorities are their own catalogues, separate from those of tasks. That is not an oversight: a ticket passes through different states than a task — waiting on customer makes no sense in a project.
Core tasks
Maintain statuses and priorities. As everywhere: statuses are data, not program. The category preserves the meaning, so that a freely named status counts correctly in reporting.
Define SLAs. An SLA defines the deadlines for first response and resolution. Two points determine whether it is usable:
- Deadlines are calculated against business hours. A weekly schedule with opening times, time
zone and public holidays is the basis. Without it the clock would run at night and at weekends — and be breached by Monday morning without anybody having done anything wrong.
- Without an assigned SLA there is no deadline, and therefore no SLA figures in the
- Warning before the deadline. For each SLA you set at what percentage of the elapsed deadline
a ticket counts as "deadline approaching" — separately for response and resolution. Empty means: the SLA's default, otherwise 80 %. Who the warning reaches is set by the automation "SLA-Warnung: Bearbeiter benachrichtigen" (SLA warning: notify assignee) under Automations. It starts switched off and notifies the ticket's assignee; if a team lead should also be told, create a copy with a different recipient. There is no longer a recipient field on the SLA itself — it was never evaluated.
- Escalation on a breach. When a deadline is breached, the automation
"SLA-Bruch: unzugewiesenes Ticket eskalierend zuweisen" (SLA breach: escalate unassigned ticket) takes over: a ticket without an assignee goes to the assignee pool of its category. It is switched on out of the box. If breached tickets should only be flagged, switch it off under Automations — a later update will not switch it back on. In existing installations where it still dates from the time it was shipped switched off, the update switches the escalation on, provided it was never changed: nobody ever switched it on or off, and its history goes back to its creation. When in doubt it stays off. Whether and why is recorded in the audit log for the automation (action backfill, actor system). Further consequences (raise the priority, notify the team lead) go into a copy of the automation.
- Inform customers about escalations. Below the SLA area sits the switch **"Inform customers
about escalations". When it is on, the customer learns in the ticket conversation that the request is taking longer and is now handled with priority — on the ticket's channel, in their language, as a reply in the existing mail thread. At most one message per ticket; resolved and closed tickets and tickets without a customer address get none. The message does not count as a first response, so the response deadline stays breached. The switch is off out of the box and applies to all brands; to deviate per brand, add a row tickets.escalation_customer_notice with the brand under system settings (1 = on, 0 = off). The automation "SLA-Bruch: Kunden über die Eskalation informieren"** (SLA breach: inform the customer about the escalation) runs the flow; the action Ticket: Inform the customer about the escalation can also be used in your own automations.
Maintain categories. They structure the volume and are the usual anchor point for SLAs.
Set up mail rules. They govern what happens to incoming mail — assignment to a support team, for instance.
Maintain the blacklist. Senders that should not create a ticket in the first place. The most effective lever against a permanently full inbox — newsletters and automatic replies belong here, not in daily manual work.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Ticket status
| Field | Required | Values / format | What it does |
|---|---|---|---|
Key key | yes | short, stable text | The technical identifier for automation, reporting and the interface. Do not change it once tickets sit on it. |
Label label | yes | text | What the agent sees. Freely changeable. |
Category category | no | open, pending, waiting for customer, solved, closed | The business meaning behind your name. The system decides by it what counts as open — not by the name. |
Counts as resolved isResolved | no | yes/no | Whether a ticket in this status counts as resolved. The basis of the resolution rate and the trigger for the satisfaction survey. |
Stops the clock stopsSlaClock | no | yes/no | The most important field on the page. Set to yes, the service deadline does not keep running — exactly right for "waiting for customer", because their silence is not your delay. Set wrongly, your entire deadline measurement is off. |
Colour color | no | colour value | Colour of the status marker. |
Order sortOrder | no | number | Position in the selection. |
Default isDefault | no | yes/no | The status a new ticket starts on. |
Active active | no | yes/no | Off means no longer selectable; existing tickets keep it. |
Priority
| Field | Required | Values / format | What it does |
|---|---|---|---|
Key key | yes | short, stable text | Technical identifier; do not change once tickets sit on it. |
Label label | yes | text | What the agent sees. |
Level level | no | 1 to 4 | The ranking. It is not the name that decides "more urgent" but this number — sorting and escalation calculate with it. |
Default service commitment defaultSlaId | no | a configured commitment | Which deadlines apply at this priority when no contract says otherwise. |
Colour color | no | colour value | Colour of the priority marker. |
Order sortOrder | no | number | Position in the selection. |
Default isDefault | no | yes/no | Priority of a new ticket with no entry of its own. |
Active active | no | yes/no | Off means no longer selectable. |
Category
| Field | Required | Values / format | What it does |
|---|---|---|---|
Key key | yes | short, stable text | Technical identifier; do not change once tickets sit on it. |
Label label | yes | text | What the agent sees. |
Parent category parentId | no | an existing category | Builds a two-level structure. Reports can roll up on the parent. |
Default assignee defaultAssigneeId | no | an employee | Who automatically receives a ticket in this category. |
Agent pool agentPool | no | several employees | Among whom round-robin distributes when no fixed assignee is set. |
Default brand defaultBrandId | no | one of your brands | The brand tickets in this category are kept under. |
Order sortOrder | no | number | Position in the selection. |
Active active | no | yes/no | Off means no longer selectable. |
Blocked senders
| Field | Required | Values / format | What it does |
|---|---|---|---|
Type type | yes | address or domain | Whether a single address or a whole domain is blocked. A domain block also catches future, genuine requests from there — that is the blunt instrument. |
Value value | yes | address or domain | What is blocked. Post from there no longer creates a ticket; it is rejected, not quietly deleted. |
Scope scope | no | system-wide or per brand | How far the block reaches. |
Brand brandId | with "per brand" | one of your brands | Which brand it applies to. |
Reason reason | no | text | Why it was blocked. The sentence that answers "why does nothing arrive from them?" in six months' time. |
Active active | no | yes/no | Off lifts the block without losing the entry and its reason. |
Settings & permissions
- Module
module.tickets. - Permission
tickets.config.manage. The customer escalation switch is changed by whoever maintains system settings (platform.settings.manage). - A status's key is permanent, the label changeable at any time.
- Deactivate rather than delete — existing tickets keep their status.
FAQ & troubleshooting
SLA deadlines seem too strict. Check the business hours. Without a weekly schedule the clock runs around the clock.
A ticket has no SLA. Then none applies to its category. Assign the SLA to the category.
The inbox fills with advertising. Add the senders to the blacklist.
Task statuses are not here. Correct — they live under Task settings, because they apply to tasks outside support as well.