How to Customise the Ticket & Support System

This article shows you how to configure your store's ticketing system. You also learn how to generate a ticket when a client sends a message to your domain's email account.

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Not sure how to find clients tickets? See How to Open and Assign Client Tickets.

Opening the Tickets & Support page

1. Log in to Upmind.
2. Click the Settings button.
3. Click the Service desk tile.

Setting Ticket Reference

Customize the prefix that displays with every ticket number. The default setting is TICKET.

To change the default:

1. Enter a name in the field.
2. Click Save.

Customizing Ticket System Settings

Customize the default settings for three fields. (optional)

CLOSE TICKET AFTER DAYS

• Automatically close a ticket after X number of days of inactivity.

PRE-CLOSE NOTIFICATION AFTER DAYS

• Automatically notify a party that a ticket will be closed after X number of days of inactivity.

DEFAULT TICKET PRIORITY

• Automatically set ticket priority to this level if the party does not choose a priority level.

Enabling Support PIN

The Client Support PIN is a unique code used to securely verify your client's identity when they contact customer support. You can enable or disable this feature under Settings -> Service Desk.

You can also set the expiration interval, which will allow the system to automatically generate a new PIN once the current one expires.