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Ticket Settings

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About Ticket Settings

Ticket Settings are options Brand Administrators can enable for their entire brand. These settings determine what happens to a ticket when someone’s out of the office, whether users are allowed to email people from tickets, notifications, and more.

Ticket Settings can be found on the Follow-Up Page, by clicking Tools and then selecting Ticket Settings.

Tools dropdown with the ticket settings highlighted

Qtip: Only Brand Administrators can access Ticket Settings.

Disable “Send Email” Button in Tickets

This option disables emails in tickets. This means no user can send an email from a ticket.

Qtip: If you are not allowing users to send emails from their tickets, you will likely want to also disable the inbound email status option.
  1. Click Tools.
    Ticket Settings option under far-right Tools dropdown
  2. Click Ticket Settings.
  3. Select Disable “Send Email” button in tickets.
    image of the "disable send email button in tickets" option
  4. Click Save.

Ticket Forwarding

Selecting Enable ticket forwarding feature for users will make it so that users can assign their tickets to someone while they’re out of office.

image of the "enable ticket forwarding feature for users" option

Learn more about how to set this up and how users would forward their tickets on the Ticket Forwarding page.

Ticket Assignment Email Notifications

If you wanted people to be notified if someone reassigns a ticket to them, select Enable ticket assignment email notifications.

image of the "enable ticket assignment email notifications" option

Attention: If this option is not selected, then ticket owners will never receive a notification, even if you selected to send an email when setting up the tickets task.

Attention: If this option is selected, When inbound email is received: Send email notification will be unaffected, and continue to function as normal.

Allow Users to Create Sub-Tickets

Sub-tickets are tickets that link back to another, “parent” ticket. They’re great for splitting a complicated or long-term goal task into several smaller tasks.

When you select Allow users to create sub-tickets, you allow users in your organization to add sub-tickets to their tickets. If you deselect these setting, then no users in your brand, whether they are Brand Administrators or standard users, will be able to create sub-tickets.

image of the "allow users to create sub-tickets" option

This setting is enabled by default.

Qtip: If you deselect this setting after sub-tickets were already created in the brand, old sub-tickets will still be visible. However, you will not be able to create new ones.

Allow Non-Admin Users to Export Tickets

There is an option in the Tools menu that allows you to export all your tickets to a CSV. If you select Allow non-admin users to export tickets, everyone in the brand will be able to export a CSV of their tickets. If you deselect this setting, all Brand Administrators will still be able to export a CSV of their tickets, but no standard users will be able to.

image of the "allow non-admin users to export tickets" option

This setting is enabled by default.

Inbound Email Status

Attention: If you are a Brand Administrator and would like access to the 2-Way Emails in Ticketing feature, please contact your XM Success Manager. Once this feature is turned on, it is turned on for the entire brand!

2-Way Emails in Ticketing are when, rather than just being able to email people from the ticket, users can also then see the entire email thread (including responses) right on the ticket. Since you want ticket owners to pay attention to these email threads, you can make sure the status of the ticket changes when a response comes in.

image of the "change ticket status to" option

Select Change ticket status to and use the dropdown menu to select the status you want the ticket to change to.

Qtip: Any custom statuses you’ve created will appear as an option.

Inbound Email Notifications

Attention: If you are a Brand Administrator and would like access to the 2-Way Emails in Ticketing feature, please contact your XM Success Manager. Once this feature is turned on, it is turned on for the entire brand!

2-Way Emails in Ticketing are when, rather than just being able to email people from the ticket, users can also then see the entire email thread (including responses) right on the ticket. Since you want ticket owners to pay attention to these email threads, you can send them an email when a response comes in on the ticket.

image of the "send email notification to ticket owner" option

Select Send email notification to ticket owner. This will result in the ticket owner getting an email notification whenever someone replies to the email they sent from the ticket.

Qtip: If a ticket is assigned to both an individual owner and a ticket team, both the individual owner and members of the team will receive email notifications.

Allow Users to Add Attachments

If you select Allow users to add attachments, users will be able to upload up to 10 files into a ticket. File size cannot exceed 25MB. Ticket owners, users with edit access to the ticket, and brand administrators are able to upload files. Files can be uploaded if they have one of the following file types: BMP, GIF, JPEG, PDF, DOCX, XLSX, CSV, HEIC, PNG, zip files, or multi-media (e.g. MP3 and MOV).

File attach setting

After this setting is enabled, a new row for File Attachments is added to the ticket. Click Add Attachment to upload a file. Uploaded files will be displayed and can be accessed by anyone with permission to view the ticket.

File attach area in ticket details

EMAIL ATTACHMENTS

Files uploaded to an outbound ticket email will also show up in the file attachments table.

Outbound email column in ticket details

  • Outbound Emails: Attachments added to an email sent from the ticket. After you send the email, those files will be included in the file attachments.
    Send email from ticket
  • Inbound Emails: If someone sends an attached file back by replying to the email that was sent from the ticket, those files will be included in the file attachments.
    Attention: This feature is only available for brands with the Capture Inbound Email in Qualtrics Tickets permission enabled and the Inbound Email Notifications setting turned on. For more information, see User, Group, & Division Permissions, or reach out to your brand administrator.