ClayHR Ticket Configuration allows you to streamline ticket management by customizing help texts, setting priorities/types, and configuring routing rules. This ensures that employee inquiries are addressed efficiently, improving your team's response time and productivity.

Steps for Configuring a Ticket

1. Navigate to the “Settings/Gear” icon in the navigation bar and select “Others”.

2. Click on the “TIcket Configuration” to access the configuration options.

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3. On the New Ticket, Home Ticket, and View Ticket pages, you can add help text to guide users and clarify ticket details. 

For example: Adding help text for the Home Page will display the text prominently on the Tickets Home page to assist users.

4. In the New Ticket Email field, input an email address to receive notifications for new ticket submissions.

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5. You can create custom Priorities (e.g., Urgent, Medium, Low) to effectively manage and address issues based on their urgency.

6. Create custom ticket types to categorize and route tickets based on your organizational needs. 

7. Click on the “Ticket Assignment Criteria” to access the Ticket Assignment Criteria Home page.

8. Define rules on the Ticket Assignment Criteria Home page to automatically route tickets to the appropriate users or groups based on predefined criteria.

For example: 

•  All “HR Requests” are routed to the HR Group.
• But “HR Requests” from employees in Manchester are routed to Kevin Peterson instead of the HR Group.

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