You can find this section in HostBill Admin → Support → Ticket Departments.
To add new ticket department simply click on Add new department button and configure following settings:
For each newly created ticket department you can choose its name that will be visible in both admin and client portals and provide a brief description, which may include a list of responsibilities or tasks that are assigned to the department. This is how your customers will see given department in client portal.
Assigned Admin field will display (in a drop-down menu) a list of admins which you can assign to this department. Simply click on the name to assign. Other staff members will not see the department's interface, nor receive email notifications regarding tickets in this department.
This option controls how support tickets should be redistributed across your staff members
When adding or editing Ticket Departments you have the option to choose the ticket source: tickets can be imported from emails (using two different methods) or from text messages.
You can configure importing emails to be used as new tickets or replies to tickets - Ticketing system does this automatically for you.
Emails can be imported into system using various methods:
Ticketing system can support multiple mailboxes per one Ticket department, you can easily enter new email imports.
You can also import mobile messages and automatically convert them into tickets, using SMS Eagle notification module. This import message becomes available for Ticket Department only when Mobile notification are enabled and SMS Eagle module is activated.
Here you can choose how your outgoing notifications should be handled by given support department.
In the From Name field choose if you want to use Company Name and Department name for notifications or enter custom name.
From available options you can choose how HostBill should sent out email notifications:
You can enable mobile notifications using one or multiple notification modules. In this section HostBill lists only currently activated notification modules.
SLA (Service Level Agreement) is an agreement you can offer to meet certain standards in your support quality. Using SLA you can create various policies to act on tickets. It can be used for example to escalate unresponded ticket to a higher priority, overdue unclosed ticket or ask to close tickets that are in unanswered state.
To create a new policy click on “Add new policy” button and enter:
When adding a SLA policy it will apply only to the tickets submitted after the policy was created.
If the ticket breaches the SLA policy, the breach can be deleted in the ticket view -> More Actions -> SLA: De-Escalate. If the ticket keeps breaching the SLA policy (for example when it’s opened for too long), it will be again marked as breach. If the ticket violates multiple SLA policies, only the policy with a higher Level will be checked.
With these options you can allow your clients to report to the manager:
This section allows to decide whether the department should be visible and available in client area. Available options include:
Controls when the notification should be sent to ticket department members:
Staff members can be automatically subscribed to ticket notifications either after they replied to ticket or after they replied but only if no one else subscribed. Optionally you can enable staff members to subscribe manually.
Controls who is entitled to open tickets for this department: everyone (registered users and visitors as well as staff), only registered users or staff only.
You can choose to block customers from reopening tickets that was once blocked by staff and enable only the staff to reopen once closed tickets.
You can choose to prevent customers from closing support tickets that were initially opened by a staff member.
You can either allow staff members to reply to support tickets using email client, or prevent it, and have the admin log in to admin panel to post the reply.
Your clients will defiantly value the fact if you allow them to choose their support tickets' priority while a new support ticket is being opened. With this option you can allow or prevent customers from choosing ticket priority. If disabled, only staff members will have the ability to select priority of a ticket.
Ticket ratings can be enabled per department basis. You can choose whether customers can rate your staff member responses or not. Staff ratings are gathered to statistics that can be later reviewed by manager.
You can enable option to show average staff response time. Choose whether customer will see a message informing about an average response time in a given ticket department. This option may be used to help you enhance your support staff performance.
You can allow users to rate tickets upon closing them.
This feature controls whether ticket should be reviewed by supervisor after closing. If this option is on, once the ticket is closed it is marked as “pending review”. Admin with relevant permission (Support: Review tickets) can review the ticket, mark it as reviewed or re-open it or change its status.
If support ticket is opened for too long it can be auto-closed by Ticketing System. Enable option to auto-close tickets, and provide time after which ticket will be closed.
Choose what email template should be used to notify customer about new ticket. You can enter your custom template, ie. to notify customer how their support case will be handled, depending on department used.