Tickets

The Tickets module supports customer service workflows. You can create tickets manually, link an email account to a ticket queue, and switch between the Power-Grid and Kanban board views. Customize ticket types and ticket stages in the Configuration module.

Switch the Tickets View

You can display tickets in a Power-Grid or a Kanban board.

To switch to the Kanban board, click the 'Switch to Kanban' icon in the top right. The board displays tickets sorted by ticket stage. Drag a ticket to a different column to change its stage. Click a ticket to edit its details.

To switch back to the Power-Grid, click the 'Switch to Power-Grid' icon in the top right.

To customise the columns in the Kanban board, go to the Configuration module and select 'Ticket stages' from the dropdown in the top left. You can rename stages, change their sequence or colours, and add new ones.

Learn more about customising Power-Grids and Kanban boards.

Link an Email Account to a Ticket Queue

Unusual Suite can generate tickets automatically from incoming emails. A ticket queue controls how tickets are created from incoming emails. You assign a ticket queue to an email account to activate this.

Unusual Suite includes a default ticket queue named 'Default'. You can customise it in the Configuration module by selecting 'Ticket queues' from the dropdown in the top left.

To link an email account to a ticket queue:

1. Go to the Configuration module.
2. Select 'Email accounts' from the dropdown in the top left.
3. Edit the email account you want to configure.
4. Set the desired ticket queue in the 'Create tickets in queue' property.
5. Click the 'Save' icon.

Merge Tickets

1. Open the ticket you want to merge.
2. Click the 'Merge ticket to...' icon in the top right.
3. Select the target ticket you want to merge into.
4. Review the merging details.
5. Click the 'Save' icon.