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Overview

Ticket settings in Z360 allow you to customize how tickets are organized and managed across your workflow. This guide walks you through configuring priorities, statuses, and types, helping you streamline ticket handling and ensure issues are routed and resolved efficiently.

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Access Ticket Settings

Access Ticket Settings
From your Z360 dashboard, go to Settings and click Tickets to open the ticket configuration area. Ticket Settings Overview
The ticket settings section includes three main configurations:
  • Priorities
  • Statuses
  • Types
Each plays a key role in organizing and managing tickets.

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Manage Ticket Priorities

  • Add a New Priority
    Click Add Priority to create a new ticket priority.
  • Priority Name
    Enter a name that reflects urgency, such as Urgent or High.
  • Priority Color
    Choose a color to visually distinguish this priority in ticket views.
  • Create Priority
    Click Create Priority to save the new priority.
  • Default Priority
    You can:
  • Set a priority as the default for new tickets
  • Edit an existing priority
  • Delete a priority if it’s no longer needed
  • Edit Priority
    Click Edit on an existing priority and save changes using Update Priority.

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Manage Ticket Statuses

  • Open Status Settings
    Click Statuses to manage ticket status options.
  • Reorder Statuses
    You can rearrange ticket statuses by dragging or moving them left or right to match your workflow.
  • Save Status Order
    Click Save Order to apply the new status arrangement.
  • Add a New Status
    Click Add Status to create a new ticket status.
  • Status Name and Color
    Enter a status name and choose a color to represent it visually.
  • Create Status
    Click Create Status to save the new status.
  • Delete Status
    You can remove obsolete or unused statuses. Confirm deletion when prompted.

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Manage Ticket Types

  • Open Type Settings
    Click Types to manage ticket categories.
  • Add a New Ticket Type
    Click Add Type to create a new ticket classification.
  • Configure Ticket Type
    For each type, you can:
  • Enter a ticket type name
  • Select an icon
  • Assign default assignees
This ensures tickets are automatically routed to the right team.
  • Create Ticket Type
    Click Create Type to save the ticket type.
  • Edit Ticket Type
    Use Edit to update the name, icon, or default assignees of an existing ticket type.

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Tips

  • Use Clear Priorities: Keep priority levels simple and meaningful to avoid confusion.
  • Align Statuses with Workflow: Arrange statuses in the order tickets naturally progress.
  • Leverage Ticket Types: Ticket types help automate assignment and routing.
  • Use Colors Wisely: Consistent color usage improves visibility and readability.
  • Review Regularly: Periodically review settings to keep them aligned with your team’s workflow.