How to Customise the Ticket & Support System
Create unique departments, add message forwarding, and more
Last updated 4 months ago
This article shows you how to configure your store's ticketing system. You also learn how to generate a ticket when a client sends a message to your domain's email account.
🚧 Not sure how to find clients tickets? See How to Open and Assign Client Tickets.
Opening the Tickets & Support page
Log in to Upmind.
Click the Settings button.
Click the Service desk tile.
Setting Ticket Reference
Customize the prefix that displays with every ticket number. The default setting is TICKET.
To change the default:
Enter a name in the field.
Click Save.
Customizing Ticket System Settings
Customize the default settings for three fields. (optional)
CLOSE TICKET AFTER DAYS
Automatically close a ticket after X number of days of inactivity.
PRE-CLOSE NOTIFICATION AFTER DAYS
Automatically notify a party that a ticket will be closed after X number of days of inactivity.
DEFAULT TICKET PRIORITY
Automatically set ticket priority to this level if the party does not choose a priority level.
Enabling Support PIN
The Client Support PIN is a unique code used to securely verify your client's identity when they contact customer support. You can enable or disable this feature under Settings -> Service Desk.
You can also set the expiration interval, which will allow the system to automatically generate a new PIN once the current one expires.
