Sales Mailboxes

Configuration > Sales > Sales Mailboxes Related Guides: Sales Mailboxes – Azure Sales Mailboxes – Google Details Field Type Description Name Free Text The name of the Mailbox as it will appear in lists. Mailbox Connection Type Single Select The connection type used for the mailbox, Azure or Google.  Import Sent Items as well as […]

Actions

Configuration > Tickets > Actions Configuration > Sales > Actions Related Guides: Actions Actions – System Uses If certain Actions are not appearing on your Tickets as you expect, check the following things to make sure that the configuration of the action has been set up correctly: If there is a workflow set, does the […]

Statuses

Configuration > Tickets > Statuses Configuration > Sales > Statuses Related Guides: Statuses Table View Field Type Description Name Header This is the name of the Ticket Status, and will be how it is displayed in lists. Sequence Header This is the sequence value of the Ticket Status, and will dictate where it appears in […]

Sales Views

Configuration > Sales > Views Field Type Description Default View Single Select The selection made here will dictate the default View that any Agents viewing the Opportunities screen will use. This can be overridden on a per-Agent or per-Team basis.  Default List Single Select Should "My Lists" be chosen as the Default View, then the […]

Canned Text

Configuration > Tickets > Canned Text Configuration > Sales > Canned Text Related Guides: Canned Text Overview Screen Field Type Description Import Canned Text via Spreadsheet Button This will open up the menu for importing Canned Text content via an XLS import. This will require the upload of a correctly formatted .xls file which will […]

Opportunity Types

Configuration > Sales > Opportunity Types The types listed in this menu are simply Ticket Types with their Use set to Opportunities. Therefore they have the same configuration as Ticket Types. Table View Field Type Description Sequence Header This is the sequence value of the Ticket Type, and will dictate where it appears in lists. […]

Rules

Configuration > Tickets > Rules Configuration > Sales > Rules Related Guides: Ticket Rules Details Field Type Description Rule Name Free Text This is the name of the Rule as it appears elsewhere throughout the system. Use Single Select This is where / when the Rule will be evaluated. Options include New Tickets, Existing Tickets, a […]

Sales General Settings

Configuration > Sales > General Settings Field Type Description Default Ticket Type for New Opportunities Single Select The Opportunity Ticket Type selected here will be used as a default when creating new Opportunities. This can still be changed upon creation manually. Default Customer/Site for New Opportunities Single Select The Site selected here will be the […]

Categorisation

Configuration > Tickets > Categorisation Configuration > Sales > Categorisation Related Guides: Ticket Categories Field Type Description Use treeview dropdown when selecting a category Checkbox When checked, this will present a tree-view menu for choosing Categories. This means that available Categories will be nested under groups. Force selection of an end node Checkbox When checked, a […]

Templates

Configuration > Tickets > Templates Related Guides: Ticket Templates Details Field Type Description Name Free Text This will be the name of the Template as it appears elsewhere throughout the system. Group Single Select This group serves as another level of categorisation for Templates. These can be restricted to Teams, or Clients too. Allow End-Users to […]