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10
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71
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71
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37
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14
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9
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4
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7
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18
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15
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1
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1
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0
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0
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0
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1
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7
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3
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0
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1
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2
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1
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12
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6
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2
Stopped
2
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2
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4
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1
In progress
0
Stopped
1
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Approval
1
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0
Completed
1
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5
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1
In progress
1
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0
Waiting
1
Approval
0
Deferred
1
Completed
1
Frozed
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4
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0
In progress
1
Stopped
0
Waiting
0
Approval
2
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1
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0
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8
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5
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1
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0
Waiting
1
Approval
1
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0
Completed
0
Frozed
0
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7
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2
In progress
2
Stopped
0
Waiting
0
Approval
1
Deferred
0
Completed
2
Frozed
0
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4
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1
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1
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0
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1
Approval
0
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1
Completed
0
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0
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8
Open
2
In progress
3
Stopped
1
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1
Approval
0
Deferred
1
Completed
0
Frozed
0
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2
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0
Stopped
0
Waiting
1
Approval
1
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0
Completed
0
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0
Project management
5
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1
In progress
2
Stopped
0
Waiting
0
Approval
1
Deferred
0
Completed
1
Frozed
0
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Client support statuses
Hide statuses for the client
Task statuses that will be shown to the client as "Opened"
- Status not set -
Open
In progress
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Deferred
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Task statuses that will be shown to the client as "Answered"
- Status not set -
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Task statuses that will be shown to the client as "Archived"
- Status not set -
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Show frozen thread separately
Status functionality
Ticket status when closed by the staff
- Disable the functionality -
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Ticket status when closed by the client
- Disable the functionality -
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Prohibition of reopening
Default values of thread
Category for staffs
Offer employees the choice of ticket category before the ticket creation form (as is done in the client side)
Don't offer a choice
Only available categories
All categories
Status
It will be set when the client creates a ticket or submits a message
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Channel
It is set when the thread is created and does not change in the future.
- Not specified -
Підтримка
Бухгалтерія
Менеджмент
Department
It is set when the thread is created and does not change in the future.
- Department -
Technical support and service
Accounting
Software development
Management
Data analytics
Web development
Cybersecurity
Designers
Recruitment and personnel management
Marketing
Mobile application development
Project management
Priority
It is set when the thread is created and does not change in the future.
Low
Medium
High
Critical
Type
It is set when the thread is created and does not change in the future.
No type
Technical support
New functionality
Report an error
On add message
Behavior depending on the status of the thread
On status "
Open
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
In progress
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
Stopped
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
Waiting
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
Approval
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
Deferred
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
On status "
Completed
"
Only process message
Set status "Open"
Set status "In progress"
Set status "Stopped"
Set status "Waiting"
Set status "Approval"
Set status "Deferred"
Set status "Completed"
Autoclose
Status
- Disable the functionality -
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Hours
Change status to
Open
In progress
Stopped
Waiting
Approval
Deferred
Completed
Thread number
Thread Number Length
The thread number will be padded with zeros at the beginning to achieve the specified length
Dynamic (do not pad)
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Prefix
The prefix should not contain "#" and "]" symbols
Suffix
The suffix should not contain "#" and "]" symbols
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