When an Agent creates a Ticket or sends a reply there are a number of default properties you can set on the Ticket to save an Agents' time, to set these go to Business Rules > Interface Defaults. You can change these to reflect how your Agents use Deskpro. Pick defaults which reflect what Agents do most often to increase their productivity.

New Tickets

These are applied to new Tickets created by an Agent, unless they specify otherwise.

• Set statuses - Chooses the status the Ticket is created with.

• Set Agent (when ticket is unassigned) - If a Ticket is not assigned to an Agent on creation you can choose to either have it assigned to the Agent creating it or leave it unassigned.

• Set Team (when ticket has no team) - If a Ticket is not assigned to a Team on creation you can choose to either have it assigned to the primary Team of the Agent creating it or leave it unassigned.

There is also a check box for drafts. If this is enabled it means input on the new Ticket form is automatically saved to a draft. If your browser crashes or some other problem happens before you can submit the Ticket, your draft will be restored next time you load the new Ticket form.

Ticket Replies

These are applied to Tickets when an Agent reply is sent, unless they specify otherwise.

• Set statuses - Chooses the status applied to the Ticket when an Agent reply is sent.

• Set Agent (when Ticket is unassigned) - If a Ticket is not assigned to an Agent when an Agent reply is sent you can choose to either have it assigned to the Agent creating it or leave it unassigned.

• Set Agent (when Ticket is already assigned) - If a Ticket is assigned to another Agent when an Agent reply is sent, you can choose whether to re-assign it to the Agent who is responding or leave with the original Agent.

• Set Team (when ticket has no Team) - If a Ticket is not assigned to a Team when an Agent reply is sent you can choose to either have it assigned to the primary Team of the Agent creating it or leave it unassigned.

• Set Team (when ticket is already assigned to a Team) - If a Ticket is assigned to another Team when an Agent reply is sent, choose whether to re-assign it to the primary Team of the Agent who is responding or leave with the original Team.

• Automatically enable "close tab" - Choose whether the 'close tab' option is automatically checked. If this box is checked the Ticket tab will close when the Agent sends their reply.