Ticket Settings

To update your Ticket Settings, navigate to Admin > Tickets - Preferences.

Here is what each setting does. After changing any setting, make sure to scroll to the bottom of the page and click Save.

Enable Ticket Resolved Emails: Sends an email automatically to the assigned Customer/Contact on a ticket when the ticket Status changes to "Resolved."

Send Diagnosis Reminders Daily / Hourly: Triggers diagnostic email reminders at either interval.

Enable Intake Form: Customers must sign your Intake Form containing your Terms and Conditions before moving forward with the ticket creation.

Enable Outtake Form: Customers must sign your Outtake Form containing your Terms and Conditions as well as a summary of the work that was performed to resolve the ticket.

Enable Due Dates: Allows you to set due dates for tickets that will trigger notifications as needed. Due dates can be defined in minutes, hours, or days.

Enable Ticket Assignment: Allows you to assign tickets to specific techs.

Create Tickets from Leads (if valid): When a valid lead is captured, you have the option to convert it to a customer + ticket. The inbound communication must have at least a name and/or phone number to be able to create a customer.

Create Tickets from SMS (if valid): When this is enabled and a customer with a valid mobile number sends you an SMS, if the inbound SMS doesn't match an existing ticket of the customer, then Syncro will convert the resulting lead into a ticket.

Enable Ticket Time Tracking module: Allows you to track how much time is spent on any given ticket by revealing the Ticket Labor Log. Also integrates with Toggl.

Enable Internal Ticket Warnings: Turns on the Ticket Warning field in the Customer Detail > Edit page on a per-customer basis.

Make Custom Fields Required: A custom field type must be assigned to a ticket upon creation.

Use "Invoiced" ticket status in addition to ticket's billing status: When this box is checked, then when a ticket is invoiced, the ticket's status field will automatically update to "Invoiced." This how it behaved prior to introducing the read-only Billing Status field. When not checked and a ticket is invoiced, the Status field will remain in the same state as prior to invoicing. In either case, the Billing Status field will automatically change to "Invoiced."

Last ticket number: The last auto-generated ticket number. You can change this to match some existing numbering you have in another system. It must be numeric.

TICKET ISSUE TYPES: Allows you to create and rearrange what populates the Issue Type dropdown seen when creating a ticket. When viewing a ticket, under the TICKET INFO section it is the Type dropdown. On the Tickets page, click Customize, then check the Type box and click Save to add that as a column on the page.

Ticket Custom Fields: Click to set up custom sets of fields to appear on tickets. See Ticket Custom Fields for more info.


Additional Settings

Click Additional Settings to see them.

TICKET STATUSES: Allows you to view the default system ticket statuses and rearrange them. You can also add custom ticket statuses. Note: System ticket statuses cannot be deleted or edited.
Important: When creating or editing a status, make sure there is not a space at the end of the name or else tickets with that status will change to a hyphen.

Copy private Ticket update emails to hidden comment email: Enabling this will send an email to the Private Staff Email field listed below when a private comment is made on a ticket.

Tickets do not email initial problem by default: Customers are not notified of the initial recorded issue during the ticket's creation.

Ticket Comments - do not email comments by default: Public ticket comments will not be emailed to the customer when enabled—the Don't Email box on the ticket will be checked. They will only see the comments by viewing the ticket in the customer portal.

Ticket Comments - only send SMS during business hours: SMS messages sent from tickets and leads will only send to customers during business hours. If outside of business hours, the message will be queued to send when the business is open.

Ticket comments - default to internal instead of external: This will make the "Internal" option the default on comments.

Tickets - Send Ticket Autoresponder for emailed in tickets: When a customer emails and a ticket is created, the system will automatically send them the Ticket Autoresponder confirming the ticket was created.

Use Due Dates in Ticket Dashboard: Allows you to show the due dates for tickets when using the Ticket Dashboard.

Require time entries on ticket comments: When adding a public or private note, requires users to enter in the labor minutes spent field to save the comment.

Enable Recurring Tickets: Allows you to schedule recurring dates for Tickets.

Hide Ticket Status in Customer Portal: Customers will not be able to see the status of their tickets when they're logged into the Customer Portal.

Enable Ticket Priorities: Allows you to set Ticket Priorities on tickets so your team knows what to address first.

Disable Ticket Progress Widget: Removes the progress bar seen at the top of a ticket.

Use Account Name instead of Tech name in Ticket Email headers: When a customer receives an email regarding a ticket, it will show up with your account (business) name rather than the tech's name.

Attach Ticket PDF to all Ticket Comment Emails: Enabling this will attach a "Large Ticket" PDF to every comment email sent.

Tech Assignment defaults to blank when creating new ticket: When creating a new ticket, the assignee will automatically be blank instead of defaulting to the technician creating the ticket.

Disable prompt for Open Invoices on Tickets: Disables the popup prompt that is shown when trying to create an invoice for a ticket that already has an open, unpaid invoice.

Ticket Timer - Charge time by default: When using the ticket timer in the labor log, once the timer has been stopped, it will automatically charge the time to the ticket.

Warn if there is uncharged time when a ticket is resolved: With this enabled, if the ticket is set to the Resolved status when there are uncharged time logs in the Timer Log section, a prompt will appear asking you want to proceed or to charge the time on the ticket.

Subject for Ticket Comment Emails: This is the subject your Customers will see when you submit a new Ticket Comment.

Private Staff Email: This is where you'll receive alerts from your specific user account.

Tech Reminder Email: Certain reminder triggers will go here to alert all of your Technicians.

If you do not want to receive these notifications (Private Staff and Tech reminder) we would recommend changing them to something other than your email. Some users create a specific email address for the Admin Notifications and another for Tech Reminder emails.

Ticket Timer - Round UP to number of minutes: Allows you to automatically round the ticket timer to 5, 15, 30, or 60 minutes regardless of how much time was logged on the ticket.

Labor Product for Ticket Timer Labor Charges: Type the default labor product that will be used when adding time to the ticket timer in the labor log. This product must be a Labor product type.

Customize Text for Ticket Timer Charges: What you enter here will be the default text used in the description for all ticket timer charges. You can use template tags—Ticket tags, Asset tags, and Customer tags—to standardize the text used. More information in our ticket timer article.

Customize Text for Ticket Charges: Can standardize text for non-timer Ticket charges in a way similar to Ticket Timer charges. We added these specific tags for this field that can be used as well.

Create new Ticket if Customer replies to an old Ticket that was resolved more than X days ago: Enter 15, for example, and if a customer replies to a ticket email 16 days after the ticket was resolved, it will start a new ticket instead of re-opening the old one. Note that this only applies to replies by email. When someone replies by SMS, there is no way to tell to which ticket they are replying, so an SMS reply will always open a new ticket.