How to Customise the Ticket & Support System

Create unique departments, add message forwarding, and more

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.

Reviewing the default options

Each Upmind store comes with a working public ticket system that your clients can use right away.

  • The ticket system has one department (called General).
  • If you're fine with the default settings, no further action is required.
Default ticket systemDefault ticket system

Default ticket system

Adding a department

You can create additional departments for the ticket system (e.g. billing, refunds, technical support). Each department can have a separate Upmind email account.

Add ticket departmentAdd ticket department

Add ticket department

  1. Click the Add department button.
  2. Enter a department name. The CODE field auto-fills if you change the department name.
  3. Check the box to make this the default department. (optional)
  4. Click Save.
Enter display (department) nameEnter display (department) name

Enter display (department) name

Adding a department email address

On the same page, create a separate Upmind email address for each department.

  1. Enter the department name.
  2. Click Save.

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Create an action to send a notification when this Upmind department receives an email message. Learn How to Create Notifications here.

Create custom email addressCreate custom email address

Create custom email address

Creating a forwarded message mailbox

If you own your own domain, you can forward email messages to an Upmind department email.

Here's an example.

You have a domain called bigcookies.com. You want to forward messages sent to [email protected] to an Upmind department email account.

  1. Open your hosting account dashboard (e.g. cPanel).
  2. Go to the forwarding section.
  3. Create a forwarder to send [email protected] messages to [email protected]

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Email forwarding may not work if the Upmind email address uses dashes or hyphens. Because the Upmind email address is based on your Upmind organisation name, we suggest that you create an organisation name without dashes or hyphens.

Editing the department

To change Upmind department settings:

  1. Click the gear icon.
  2. Make changes.
  3. Click Save.
Editing a departmentEditing a department

Editing a department

Setting the ticket reference

Customise 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.
Ticket prefixTicket prefix

Ticket prefix

Customising ticket system settings

Customise 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.
Ticket system settingsTicket system settings

Ticket system settings


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