Setup
Where do I configure tickets?
Where do I configure tickets?
Settings → Contact Center → Tickets, then Ticket Types or Ticket Statuses. Day-to-day work is the Tickets app in the main sidebar.
We have no statuses after creating a workspace.
We have no statuses after creating a workspace.
New workspaces receive five system statuses automatically. If the list is empty, contact developers@oration.ai. Do not try to recreate the system slugs by hand unless support asks you to.
Can I delete a system status?
Can I delete a system status?
No. System statuses cannot be archived or cloned. You can rename labels and change colors. For extra states, create a custom status.
Types and categories
What is the difference between a type and a category?
What is the difference between a type and a category?
Category is the behavior family: customer, back-office, or tracker. Type is a named use case inside that family, such as Refund (customer) or Fraud review (back-office). See Ticket categories.
Can I change a type from customer to tracker later?
Can I change a type from customer to tracker later?
Create a new type in the other category. Existing tickets keep the category they were created with. Cloning copies the original category.
Creating and working tickets
Create says the type has no default status.
Create says the type has no default status.
Attach at least one in progress status on the type and mark it default. New types get this automatically from system statuses; it is missing if those attachments were removed. See Statuses on a type.
A status I created does not show on the ticket.
A status I created does not show on the ticket.
Custom statuses are workspace-wide. You still have to attach them to the type. Also check the status is not archived.
Why did my IMEI field disappear?
Why did my IMEI field disappear?
A conditional attribute hid it when the controlling list changed, and the stored value was cleared on purpose. Fill it again after you pick the matching product.
Does resolving auto-reopen if the customer replies?
Does resolving auto-reopen if the customer replies?
No. Waiting on customer returns to in progress on customer reply. Resolved stays resolved until a teammate moves it.
Can I put two disposition codes on one ticket?
Can I put two disposition codes on one ticket?
No. A ticket has one current disposition. Changing it replaces the previous code and logs from → to. See Dispositions.
Clone and archive
Does cloning a type copy all of its tickets?
Does cloning a type copy all of its tickets?
No. Clone copies configuration only: settings, attributes, options, conditions, status attachments, and the disposition set pointer. Tickets stay on the original type.
Does cloning a status attach it to the same types?
Does cloning a status attach it to the same types?
No. The copy is a new catalog row. Attach it where you need it. System statuses cannot be cloned.
What happens to open tickets if I archive a type or status?
What happens to open tickets if I archive a type or status?
They keep the archived type or status. You just cannot pick that type on create, or that status on a move, until you unarchive (and, for statuses, keep the type attachment).
Conversations and grouping
Is a ticket the same as a conversation?
Is a ticket the same as a conversation?
No. A conversation is the live call or chat. A ticket is follow-up work. You can link them.
Why can’t I group these two tickets?
Why can’t I group these two tickets?
The parent must be a tracker and the member must be a customer ticket. Back-office tickets cannot be members. A ticket cannot group itself. See Tracker groups.