The Custom Properties section allows you modify, add and delete the various properties in the application to customize it to have exactly the data you want.

There are six different types of custom properties:

  • Ticket Type: These are the highest level of categorizing your tickets.
  • Action Type: When you add an action to a ticket, the action has a “type” such as “comment”, “email”, “phone call”, etc. You can modify these action types to call them what you want here.
  • Phone types: This allows you to create different phone types (mobile, home, work, etc) for users and customers.
  • Product Version Status: In the Products section pf the application, each product can be assigned a status. Typically these statuses are things like “Alpha”, “Public Beta”, “Release Candidate”, “Shipping” and “Discontinued”, although each organization follows their own methodology. You can also set a checkbox to show if the version is shipping (eg “Shipping” would have this checked while “Alpha” would not) and Is Discontinued.
  • Ticket Severity: Every organization has their own way of classifying how serious a ticket is. You can set the terminology that your organization uses here. Please note that you can automatically change a ticket severity using Ticket Automation. You can also change severities on more that one ticket at once from the Ticket Grids. Ticket Severity may be used in the CDI calculation which extends it’s value to be used in determining a Customer’s overall health and satisfaction.
  • Ticket Status: This allows you to set the various statuses for each of the four types of tickets. Ticket Statuses, combined with Workflow (see next section) define the lifecycle of a particular ticket. Basically, the statuses define the various stages that a ticket can go through during its life. Some organizations have just a few statuses (just “open” and “closed” would be fine) while others have many different statuses that a given ticket can be. Thought and planning should be given to what statuses a given ticket can have, and if you want to discuss this please give us a call.
  • Activity Type: If you learn intel, or engage with your Customers in any way outside of a ticket, these interactions can be added as Activities. Activities organize non-ticket related information that the whole team can use to understand and build the Customer relationship. There are 4 basic Activity Types which do not appear in this list: Note, Call, Email, and Visit. Any other type of activity can be added/edited. Some ideas are notes about new employees, site information, and important information about the customer that your users should be Alerted about.

A couple of points which are worth mentioning:

  • The possible statuses are different for the four different ticket types. (eg A status for a Task probably isn’t appropriate for a Feature request).
  • Workflows are interrelated with statuses.

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