You can find this section in HostBill Admin → Support → Ticket Departments → Other settings
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.
This feature lets you control whether or not to add a signature to the ticket reply.
With this option enabled, all new tickets within the department, regardless of the way they were created (by admin, by client, via email) will be made internal.
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 the default ticket rate from the dropdown menu.
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.