Ticket setup is managed in Creator Mode under the Action Point & Ticket Config tile. From here, Admins can configure tags, settings, auto-assignment rules, and closure rules for tickets.
This page covers:
- Ticket Tags
- Ticket Settings
- Auto Tickets
- Ticket Rules
1. Ticket Tags
Ticket tags help you categorize issues consistently during ticket creation.
- Go to Creator Mode → Action Point & Ticket Config → Ticket Tab → Ticket Tag.
- Click Create Tag to add a new tag.
- Enter a Tag Name and select Tag Type (Ticket, Asset, or Both).
- (Optional) Add Tag Values to create dropdown options.
- (Optional) Mark as Mandatory.
👉 These tags appear in both Custom and Auto Ticket creation forms.
2. Ticket Settings
Ticket settings define the rules and guardrails for how tickets work in your organization.
- Attachment Mandatory → Make file upload compulsory while creating a ticket.
- Disable Ticket Delete → Restrict certain roles (Store Employee, Store Manager, Area Manager, Process Manager) from deleting tickets.
- Priority Settings → Customize behavior per priority level (Highest, High, Medium, Low, Lowest):
- Require comments/attachments at specific status changes.
- Hide priorities from ticket creation.
👉 Example: You can make attachments mandatory only when a High priority ticket is marked as Closed.
3. Auto Tickets
Auto Tickets allow instant routing of issues based on pre-configured categories.
- Go to Creator Mode → Action Point & Ticket Config → Ticket Tab → Auto Ticket.
- Create a category tree of issues (e.g., Equipment → AC Leakage).
- Map each category to:
- Assignees (users/teams)
- Priority
- Due Date
- When a user selects a category while raising a ticket, the assignment, priority, and SLA auto-fill.
👉 Note: A parent tag with assignees cannot be further broken down.
4. Ticket Rules
Ticket Rules let you auto-close tickets after certain conditions are met.
Two rule types:
- Completed At Rule → Auto-close tickets X days after they move to Completed.
- Created At Rule → Auto-close tickets X days after creation if they remain in a selected status (Open, In Progress, On Hold, Completed).
👉 Example: Close any ticket that’s On Hold for more than 10 days.
⚡ Pro Tip: These configurations ensure tickets are always well-tagged, routed correctly, and closed on time, reducing manual tracking and missed escalations.