Ticket Settings
The Ticket Settings section controls how the JMS Help Desk works behind the scenes.
This area is mainly used by admins or managers. It helps keep support organised by setting up departments, categories, agents, ticket statuses, notification rules, and activity tracking.
Think of Ticket Settings as the setup area that decides how tickets are created, assigned, updated, monitored, and reviewed.
Setup order
Section titled “Setup order”At the top of the page, JMS shows the recommended setup order:
Department → Category → Assign Agents
This means the Help Desk should be set up in this order:
- Create the departments that will handle tickets.
- Create categories and link them to the correct departments.
- Assign agents so tickets can be routed to the right people.
This structure helps tickets move to the correct team instead of being left unassigned.
Categories, Departments & Agents
Section titled “Categories, Departments & Agents”This tab is used to manage the main Help Desk structure.
It includes:
- Departments
- Categories
- Agents
These three areas work together to organise tickets correctly.
Departments
Section titled “Departments”Departments represent the internal teams that handle tickets.
Examples include:
- Finance
- HR
- IT
- IT Department
A department helps JMS understand which team should be responsible for a ticket.
From the Departments section, users can:
- Search for departments
- Add a new department
- Manage an existing department
- Assign agents to a department
- Delete a department
When adding or managing a department, users can enter the department name, add a description, and connect agents to that team.
Categories
Section titled “Categories”Categories describe the type of support request.
Examples include:
- Billing
- Technical Support
- Payroll issue
- Login problem
Categories help users explain what their ticket is about. They also help JMS route tickets to the correct department.
From the Categories section, users can:
- Filter categories by department
- Add a new category
- Edit an existing category
- Delete a category
Each category can include a name, priority level, and linked department.
Agents
Section titled “Agents”Agents are the support users who work on tickets.
Each agent can be linked to a department so JMS knows which team they belong to.
From the Agents section, users can:
- Search for agents
- Add a new agent
- Filter agents by department
- Reassign an agent to another department
- Delete an agent
If an agent is moved to another department, JMS helps manage what happens to their active tickets. This prevents tickets from being left without the right owner.
Manage Tickets
Section titled “Manage Tickets”The Manage Tickets tab helps admins find tickets that are missing important assignment details.
This includes:
- Tickets without a department
- Tickets without an agent
Users can search for these tickets, select them, and assign them to the correct department or agent.
This keeps the Help Desk clean and ensures every ticket has someone responsible for it.
The Trash tab stores deleted Help Desk setup items before they are fully removed.
It can include deleted:
- Departments
- Agents
- Tickets
Deleted items can be restored when needed. This is useful if something was removed by mistake.
Workflow Defaults
Section titled “Workflow Defaults”The Workflow Defaults tab is used for default ticket behaviour.
This area is intended for settings such as:
- Default SLA rules
- Default priorities
- Default ticket lifecycle behaviour
In the current view, this section is marked as Coming Soon.
Automation
Section titled “Automation”The Automation tab is used for automatic ticket rules.
This area is intended to help JMS automatically route or update tickets based on selected conditions.
For example, automation may be used later to assign tickets based on category, department, priority, or ticket activity.
In the current view, this section is marked as Coming Soon.
Notifications
Section titled “Notifications”The Notifications tab is used to manage ticket notification defaults.
Notifications help users and agents stay informed when important ticket activity happens.
This area is designed to control notifications by:
- User role
- Event type
- Escalation trigger
For example, notifications may be used when a ticket is created, assigned, updated, escalated, or close to missing its service target.
In the current view, this section is marked as Coming Soon.
Manage Status
Section titled “Manage Status”The Manage Status tab is used to control the status options available on tickets.
Statuses show where a ticket is in its workflow.
The current status list includes:
- Closed
- New
- Open
- Resolved
- Waiting
- Other
These statuses help agents and managers quickly understand what is happening with each ticket.
From this section, users can:
- Add a new status
- Edit an existing status
- Delete a status
When adding a status, users only need to enter the status name and save it.
This keeps ticket tracking consistent across the Help Desk.
Ticket Audit Log
Section titled “Ticket Audit Log”The Ticket Audit Log records important activity that happens on tickets.
This section helps admins review what changed, when it changed, and who or what made the change.
The audit log table shows:
- Date and time
- Ticket number
- Activity
- Description
- User
Users can search the audit log by ticket, activity, or description. They can also filter the log by date and select a user from the user dropdown.
This is useful for checking ticket history, reviewing escalations, and confirming system actions.
Examples of audit log activity include:
- Resolution escalation level changes
- Response escalation level changes
- Resolution time breached
- System updates
The audit log helps create accountability and makes it easier to understand the full history of a ticket.
Why Ticket Settings matter
Section titled “Why Ticket Settings matter”Ticket Settings help the Help Desk run smoothly.
By setting up departments, categories, agents, statuses, notifications, and audit tracking, JMS can manage tickets in a more organised way.
This helps teams respond faster, reduce confusion, and keep a clear record of support activity.
In short, Ticket Settings control the foundation of the JMS Help Desk.