Customizing Ticket Settings

ReachOut can be configured to work the way you work.  We recommend you change ReachOut’s default settings as soon as possible and customize them to match how your organization works. There are three global settings that control Tickets.

  1. Custom Status codes
  2. Custom Rules
  3. Custom Categories

Access the Ticket Settings

To Customize any of these Inspection settings, first navigate with the left-hand menu as follows:

 Settings  >  Preferences 

From Preferences, choose the tab at the top of the page called “Ticket Management”. Now you are able to change any of the the 3 settings for tickets.

1.) To Customize Status Codes

On the page, click the Section Heading “Custom Status”. Here you can change the color for each Status, by using the color selector in the first column. You can also delete unnecessary statuses using the trash can icon at left side of the row. To give a status a different name, press the pencil icon, edit the “Status Title” and save the change by pressing the green floppy disk icon.

Indicate if the status is to be treated as being in a “Closed” status by putting a checkmark in the box in the Closed column while in edit mode. At present, there are a maximum of 5 status allowed.

2.) To Customize Ticket Rules

Custom Rules are used to automatically change the status of a Ticket as it is acted upon by users.

Open the Custom Rules section by clicking the section header to expose the Custom Rules currently assigned.

To associate a system event with a status, click the pencil icon for the event and select the status in the status column that is to apply.

Custom Ticket Settings

3.) Customize Custom Categories

Create categories and name them to classify Tickets using terms that are appropriate for the way tickets in your organization. These categories help you sort and filter tickets in online views and in reports.

You can have as many categories as you want.

First click on the Custom Categories section of the page, to expose the current category settings.

Create new categories by adding them in the box at the bottom of the list. Save the new category label by pressing the diskette icon.

Edit the name of a category by pressing the pencil icon next to it in the list. Delete the label by pressing the trashcan icon.

Custom Category Settings for Ticket