Ticket properties

The following list describes some common ticket properties. Because ticket properties are configurable, your Smile installation may contain other ticket properties that are not listed here.

Subject

Specifies the ticket subject. Smile may automatically complete this field if the ticket is automatically generated. For example, if Smile raises a ticket when your support address receives an email, the subject of the email may be copied to the ticket subject.

Ticket status

Specifies the ticket status, for example, New, In Progress or Closed. Your Smile administrators may configure additional ticket statuses for each ticket type.

Account

Specifies the account against which the ticket was raised.

Subscription

Specifies the subscription against which the ticket was raised.

Ticket department

Specifies the business department to which the ticket relates, for example, Support, Sales or system tickets.

Ticket type

Specifies the class of problem, for example, ADSL2+, Mobile Broadband, Account Enquiry or General Support. The ticket type also specifies the ticket behaviour, any ticket actions that occur when the ticket is raised, the fields that appear on the ticket and any custom ticket statuses available to the ticket type.

Assignment group

Specifies the group to which the ticket is assigned. For example, you can assign a ticket from the Support ticket department to the Customer Support or Technical Support assignment groups.

Assign to

Specifies the operator to whom the ticket is assigned.

Ticket priority

Specifies the importance of the ticket, for example, Urgent, Normal or Low.