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Setting Up the Ticket System

Business Portals offers a fully integrated ticket system that allows external users – whether on the web or mobile – to communicate seamlessly across all related or unrelated topics. This optimized communication channel enhances collaboration, increases responsiveness, and provides a more efficient support experience at all touchpoints.

Configuring Ticket System Setup

The configuration settings are divided into various sections, each covering specific parts necessary for setting up the ticket system. This structure makes it easier to navigate and manage the entire configuration.

Accessing the Ticket System Setup

The configuration of the ticket system is centrally located on the Ticket Setup page.

The following steps show you how to access the Ticket Setup page for Business Portals.

  1. In the Business Portals - Role Center, navigate to Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. The Ticket Setup page will open, containing the configurations for the ticket system.

Popups

Popups provide additional information that can be configured to display based on the relevant ticket. This feature allows administrators to show relevant information to users of a specific ticket. This section explains how to configure the ticket popup in Business Portals.

  1. In the Popups section of the main Ticket Setup area, use the dropdown menu.
  2. Click New to create a new popup.
  3. Enter a unique popup code.
  4. Use the Header field's drill-down button to select or create a new Header.
  5. Fill in the Table No. field with 5492838 or the SIM_DPS Ticket table.
  6. In the Lines section, select which field should be displayed and configure it as needed.

Upload File Size Limit

The maximum file size for uploads can be configured to control the size of files stored in the system. Setting an appropriate limit helps manage storage usage and ensures optimal system performance. This section provides guidance on configuring the upload file size limit in Business Portals.

  1. In the Upload Settings section of the main Ticket Setup area.
  2. Enter a size in MB to set the maximum allowable size of the file per upload.

Tip

It is recommended to set an appropriate file size limit that balances system performance and user experience. The limit should not be excessively large to ensure optimal storage management and performance, and not too small to avoid preventing users from uploading necessary files. When setting the limit, consider the typical file types being uploaded, such as screenshots, PDF documents, or videos, depending on your organization's needs and usage scenarios.

Mobile App Settings

The mobile app settings provide customization options to tailor the appearance of the ticket chat area. This includes configuring the text theme (light or dark) and customizing the colors of the chat bubbles to match your organization's preferences. By default, the color is automatically set to the default primary theme color. This section explains how to configure the available mobile app settings in Business Portals.

Outgoing

The Outgoing tab controls the configuration of outgoing messages written by the user.

Chat Bubble Color

The Chat Bubble Color field can be filled with a hex color code, such as #e0f542, which results in a yellow color for the chat bubble.

  1. In the Business Portals – Role Center, navigate to Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Navigate to Mobile App Settings and click Edit.
  4. Paste a hex color code into the Chat Bubble Color field.
  5. The chat bubble will now use the color defined in the hex color code.

Info

Please note that the text color does not automatically adjust to the set chat bubble color. Depending on the background color of the chat bubble, the text color must be manually set to light or dark to ensure good readability.

Dark Text

The default text color in the chat bubble is light. By enabling the Dark Text option, the text color will be adjusted accordingly.

  1. In the Business Portals – Role Center, navigate to Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Navigate to Mobile App Settings and click Edit.
  4. Enable the toggle for Dark Text.
  5. The text color will now be displayed in black in the chat bubble.

Incoming

The Incoming tab controls the configuration of incoming messages that users receive from other users. This section explains how to configure the settings for incoming messages in Business Portals.

Chat Bubble Color

The Chat Bubble Color field can be filled with a hex color code, such as #e0f542, which results in a yellow color for the chat bubble.

  1. In the Business Portals – Role Center, navigate to Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Navigate to Mobile App Settings and click Edit.
  4. Paste a hex color code into the Chat Bubble Color field.
  5. The chat bubble will now use the color defined in the hex color code.

Info

Please note that the text color does not automatically adjust to the set chat bubble color. Depending on the background color of the chat bubble, the text color must be manually set to light or dark to ensure good readability.

Light Text

The default text color in the chat bubble is dark. By enabling the Light Text option, the text color will be adjusted accordingly.

  1. In the Business Portals – Role Center, navigate to Portal Setup in the menu bar.
  2. Select Ticket Setup.
  3. Navigate to Mobile App Settings and click Edit.
  4. Enable the toggle for Light Text.
  5. The text color will now be displayed in white in the chat bubble.

Email Notifications

The ticket system includes an integrated email notification feature. Notifications can be triggered based on specific events, such as when a new ticket is created, a participant is added, or the status of a ticket is changed. Email notifications are available for web users, mobile users, and Business Portals – Business Central administrators. This section explains how to configure the email notification settings in Business Portals.

Email Notification Toggle

The switch next to each event name determines whether an email notification is sent when the respective event occurs. If the switch is enabled, an email with the selected template will be sent to the relevant participants for this event. If the switch is disabled, no email notification will be sent.

Template

The email notification feature uses a fully template-based format that allows you to customize the content and structure of the notification emails. It also supports multiple language configurations, so emails can be delivered based on the selected language of each user. This section provides guidance on configuring and managing email templates in Business Portals.

To configure the Email Templates, follow these steps:

  1. Create a new Email Template associated with the event.
  2. Use the dropdown menu to select the template. If the event for this related event is enabled, this selected email template will be used automatically.

Ticket Creation Confirmation

This option controls whether the ticket creator receives a confirmation notification after successfully submitting the ticket. If the option is enabled, a notification is automatically sent as soon as the ticket is successfully created in the system. If it is disabled, no additional notification will be sent after ticket creation.

External Ticket Created

This option controls whether a notification is sent to responsible users in Business Portals or Business Central when a new ticket is created. The notification is sent only to users who are part of a ticket user group and have ticket notifications enabled in their user settings. Users without the appropriate configuration or with disabled ticket notifications will not receive a notification.

New Ticket Message from Web User

This option controls whether responsible users in Business Portals or Business Central are notified as soon as a web user writes a new message within a ticket. The notification is sent only to users who are already part of a ticket user group. If it is disabled, the responsible user will not receive a notification about new messages.

New Ticket Message

This option controls whether web users receive a notification as soon as a new message is added to a ticket. If the option is enabled, the web user is automatically informed when a new message is present within the ticket. If it is disabled, the web user will not receive a notification about new messages.

Ticket Participant Updated

This option controls whether a newly added participant receives a notification as soon as they are added to a ticket as a participant. If the option is enabled, the participant is automatically informed about their participation in the ticket. If it is disabled, no notification will be sent when added as a participant.

Ticket Status Updated

This option controls whether the web user receives a notification as soon as the status of a ticket is updated. If the option is enabled, the web user is automatically informed of any status change of their ticket. If it is disabled, the web user will not receive a notification for status changes.

Ticket Responsible Assigned

This option controls whether newly assigned responsible users in Business Portals or Business Central receive a notification as soon as a new ticket is assigned to them. The notification is sent only to users who are already part of a ticket user group. If the option is disabled, no notification will be sent when assigned to a new ticket.

App Notifications

The ticket system includes an integrated app notification feature. Notifications can be triggered based on specific events that occur in the system. App notifications are only available for external users (users of the mobile app) and do not apply to internal users, such as Business Portals – Business Central administrators. This section explains how to configure the app notification settings in Business Portals.

App Notification Toggle

The toggle next to each event name determines whether an app notification is sent when the respective event occurs. If the switch is enabled, a notification with the selected template will be sent to the relevant participants for this event. If the switch is disabled, no app notification will be sent.

Template

The app notification feature uses a fully template-based format that allows customization of the icon, title, and message text. Notifications can also be configured to display in the language selected by the user. This section provides guidance on creating and managing app notification templates in Business Portals.

To configure the App Notifications, follow these steps:

  1. Create a new App Notification associated with the event.
  2. Use the dropdown menu to select the template. If the event for this related event is enabled, this selected app notification template will be used automatically.

Ticket Creation Confirmation

This option controls whether the ticket creator receives a confirmation notification after successfully submitting the ticket. If the option is enabled, a notification is automatically sent as soon as the ticket is successfully created in the system. If it is disabled, no additional notification will be sent after ticket creation.

External Ticket Created

This option controls whether a notification is sent to users in Business Portals or Business Central when a new ticket is created. The notification is sent only to users who are part of a ticket user group and have ticket notifications enabled in their user settings. Users without the appropriate configuration or with disabled ticket notifications will not receive a notification.

New Ticket Message

This option controls whether web users receive a notification as soon as a new message is added to a ticket. If the option is enabled, the web user is automatically informed when a new message is present within the ticket. If it is disabled, the web user will not receive a notification about new messages.

Ticket Participant Updated

This option controls whether a newly added participant receives a notification as soon as they are added to a ticket as a participant. If the option is enabled, the participant is automatically informed about their participation in the ticket. If it is disabled, no notification will be sent when added as a participant.

Ticket Status Updated

This option controls whether the web user receives a notification as soon as the status of a ticket is updated. If the option is enabled, the web user is automatically informed of any status change of their ticket. If it is disabled, the web user will not receive a notification for status changes.

Dashboard

The dashboard area provides configuration options for the notifications displayed in the mobile app and web portal. These settings allow you to specify which ticket statuses should be displayed on the dashboard. This section explains how to configure the dashboard notifications in Business Portals.

Dashboard Settings Toggle

The toggle determines whether a specific ticket status is displayed and included in the dashboard view counts. This allows you to control which statuses are visible and tracked on the dashboard.

Notification Code

The notification code indicates which ticket status codes are displayed and counted on the dashboard, such as New, Pending, Open, and Closed. This ensures that only relevant statuses are tracked and visible on the dashboard.

Info

The Status must be created before it can be assigned as a ticket notification code in the dashboard. The values that can be selected may vary depending on the configuration.

Show Open Tickets

  1. Enable the toggle Show Open Tickets as Tile.
  2. Select the corresponding status, in this case Open.

Show Pending Tickets

  1. Enable the toggle Show Pending Tickets as Tile.
  2. Select the corresponding status, in this case Pending.

Show New Tickets

  1. Enable the toggle Show New Tickets as Tile.
  2. Select the corresponding status, in this case New.

Show Closed Tickets

  1. Enable the toggle Show Closed Tickets as Tile.
  2. Select the corresponding status, in this case Closed.

See also