This article goes through the different configurations and settings that can be used in Koho's ticketing.
5. Defining an email address for Koho ticketing
6. Connecting an email address for Koho Ticketing
7. User settings related to ticketing
8. Additional configurations to Koho ticketing
1. Defining SLAs
The SLA, or service level agreement, defines how quickly the message sent by the customer must be answered and how quickly the matter must be resolved. In Koho, you can define different response and solution times for different priorities.
You can make the configuration from the settings on the "Invoicing" page. Go to the "SLA" tab.
Give the SLA a descriptive name. In the the "First response time" column, define the time that has been agreed to be the maximum acceptable time from receiving the message to sending the first response. In the "Resolution time" column, define the time that has been agreed to be the maximum acceptable time from receiving the message to the resolution of the ticket.
There are four different priority levels for tickets: low, medium, high and urgent. You can define SLAs for each priority separately. The answer or solution time can be defined in hours by putting the letter "h" after the number, and in days by putting the letter "d" after the number. Answer and solution times should be given as a whole number.
In the "Operational hours" column, you can specify which opening hours are used to calculate response and resolution times. Read more about opening hours in section 3 of these instructions: 3. Operational hours
After saving the first SLA, an empty SLA will appear on the page below the saved SLA. There is no limit to the number of SLAs, so you can create as many SLAs as you need. You can remove the SLA by selecting the "Remove" field above the table. The SLA will be removed when you save the changes.
Remember to mark one SLA as default by selecting the "default" field to the right of the SLA's name.
Different SLA levels can be used in the following ways:
1. The desired SLA can be set for individual customers and projects with the "SLA level" option found in the billing settings.
2. Different SLAs can be set for different ticket types. Read more about ticket types in the second section of this article: 2. Ticket types
3. In connection with email addresses connected to ticketing. If several e-mails are connected to ticketing, different SLA levels can be defined for them. Read more about connecting email addresses in this section of the article: 5. Connecting an email address for Koho Ticketing
The SLA level for a ticket is defined in the following order:
1. Ticket's project
2. Ticket's customer
3. Ticket type
4. The email address to which the ticket was sent
If for instance the ticket type of the ticket and the ticket's customer have different SLA-levels, Koho chooses the SLA level of the customer because it is higher on the list. If SLA-level is not found from these places, Koho chooses the default SLA level.
2. Ticket types
Ticket types can be defined settings from the "Invoicing" section on the "Ticket types" tab.
If your company has several different SLA rules or service areas, you can use the ticket types to determine how the SLA is defined for the tickets. You can define the category of the ticket type in the "Business lines" field. The "Product" field can be used if you want to bill customers for processing tickets. You can ask our customer service for more information about this option. In the "Default hours" field, you can define a default work shift that will be created when the ticket is processed.
3. Ticket categories
Ticket categories can be defined in settings on the "Basic info" section on the "Assignment categories" tab. You can set responsible persons and teams to categories as well as supervisors and supervisor-teams. These can be used when defining ticket notifications.
4. Business hours
Opening hours can be set in settings in the "Basic info" - section on the "Business hours" - tab.
Give the business hours a name and specify the days and times for each day when the company can be reached according to the agreement. Remember to also select the active days by selecting the field next to the day's name.
Once a ticket is created in Koho, the response and resolution times are calculated against the defined SLA levels. SLA calculation stops outside business hours.
On the "Off-days" field it is possible to add some dates when the SLA levels are not calculated, e.g. when the staff is in a training for the whole day. The date should be in a "YYYY-MM-DD" format. SLA calculation for the defined day stops for tickets that have arrived after the date was set. Therefore, possible off-days should be defined well in advance.
5. Defining an email address for Koho ticketing
The email address that is used in Koho must be configured before it can be used. It happens in the following way:
1. On "Work sessions", go to one of the ticketing tabs, like the "Active" tab.
2. Click on the small gear icon on the right side of the window.
3. In the menu that opens, select Gmail-conf or Outlook-conf, depending on which email address your company uses.
The following configurations are made on the page that opens
- Click the "+ Add email" button
- Fill in the following information:
- Name: Email name (note this does not affect the name visible to the recipient)
- Email: Enter the email address you have connected to Koho
- Agent (optional): You can select which user will be automatically set as an agent for tickets that have been sent to this email address
- Team (optional) : You can select which team will be automatically responsible for tickets that have been sent to this email address
- Business line (optional): You can select to which business line tickets that have been sent to this address belong. If a business line has been connected to a ticket type, the ticket type is also selected.
- Customer (optional): . You can define that all tickets sent to this email are automatically connected to a certain customer.
- Role (optional): You can defined that all tickets sent to this are automatically connected to a certain user role.
- Click the "Save settings" button.
- Green "Valid" text appears above the name if connecting between Koho and the email address has been successful and the information is in correct form.
6. Connecting an email address for Koho Ticketing
To be able to receive e-mail messages and create tickets in Koho, the email address used for ticketing must be connected with Koho. Currently, Koho supports Gmail and Outlook addresses.
In order to connect your email address, follow these steps:
1. On "Work sessions", go to one of the ticketing tabs, like the "Active" tab.
2. Click on the small gear icon on the right side of the window.
3. In the menu that opens, select Gmail-link or Outlook-link, depending on which email address your company uses.
4. In the login view that opens, log in with the email address you want to connect to Koho.
If you want to connect more than one Outlook email address to Koho, please note that due to Azure's access rights management, one user can only connect one email address to Koho. The alternatives are that another user does the connecting, a so-called dummy user is created for connecting the email address, or a new email address is created for ticketing purposes, which is given read access to other e-mails. Please contact our customer service if you need help connecting your email address.
7. User settings related to ticketing
7.1 Permissions
Access rights related to ticketing can be edited on the "Permissions" tab of the user card. If your company is using user profiles, the same fields can also be found in the user profile.
The visibility of tickets for the user can be defined in the Tickets - section. The options are:
- None: The user does not see any tickets at all. However, the user can create a new ticket from the "+Ticket" button.
- Own (as an agent): The user can see tickets where they have been set as an agent.
- All: The user can see all tickets.
- Team and all team member tickets: The user can see all tickets that are assigned to their own team.
- Default (Own, watched, created, business line): The user can see the tickets assigned to them, watched tickets and the tickets that have been created by themselves.
- Own customers: The user can see tickets from customers from which they are responsible.
- Own customers and team: The user can see tickets from their own responsible customers and tickets that are assigned to their own team.
- Own customers and team and watched: The user can see tickets from their own responsible customers and tickets that are assigned to their own team. They can also see tickets where they have been added as a watcher.
- Own customers and team and watched: The user can see tickets from their own responsible customers and tickets that are assigned to their own team. They can also see tickets where their team has been added as a watcher.
- All + admin: The user can see all the tickets and, in addition, they have admin rights for ticketing, which means they can track incoming tickets and create ticket templates.
In the Tickets - notifications section, you can define what kind of notification settings the user has. Options include:
- Own settings: The user can define their own notification settings in their own user profile. This has been reviewed in more detail in the next section of this guide: 6.2 Notification settings
- All notifications: The user receives all notifications about tickets in which they are agents or watchers.
- No notifications: The user receives no notifications about tickets at all.
7.2 Notification settings
If the user's notification settings have been defined as "Own settings", the user can go to their own profile to modify the settings to suit themselves. Profile can be accessed by clicking on your name in the top bar. Select "Profile" from the menu that opens.
Notification settings can be found on the "Ticket settings" page of your profile.
Notification settings can be configured in the following way:
- All notifications: This option must be selected if the user wants to get any notifications from ticketing.
- Own notifications: The user gets a notification from all actions they have done to a ticket, such as closing the ticket.
- Watcher notifications: With this setting it is possible to define whether the user gets a notification when a message is sent from tickets that they are watching. As a default all messages from watched tickets are sent to the user, but with this setting this can be switched off.
- New ticket, with customer: The user receives a notification if a new ticket is issued to their responsible customer.
- Missing agent: The user receives a notification when there are tickets on the account that are missing an agent. For this to happen, it is required that the ticket has a category and the user or their team is responsible for that category. As a default, the notifications from missing agents are sent as soon as the ticket has been created and also every night until the ticket is closed or an agent is issued for the ticket. If you would like to receive these notifications only at night, you can contact our customer service.
- Missing customers: The user receives a notification when there are tickets on the account that are missing a customer. The notification only comes from tickets that belong to a category from which the user is responsible for.
- Event: The user receives a notification when there are new events for a ticket from which they are responsible or are watching
- Note added: The user receives a notification if a new note is added to a ticket they are responsible for or are watching.
- Reply sent: The user receives a notification if a new reply is sent to a ticket they are responsible for or are watching.
- Reply received: The user receives a notification if a new reply is received to a ticket they are responsible for or are watching.
- Ticket assigned: The user receives a notification if a ticket is assigned for them.
In the ticket settings there is a section called "Default inbox". In this field, it possible to define which inbox is used as a default when creating a new ticket.
7.3 Email signatures
It is possible to add a signature to users which can be automatically added to ticket responses. The signature can be defined in two different places.
Admin users can add a signature to a user card on the "Users" page of the settings. Click on the desired user.
The Email-signature field can be found in the user's "Contact info" tab.
The user can also add a signature or edit it in their own profile. Profile can be accessed by clicking on your name in the top bar. Select "Profile" from the menu that opens.
The signature field can be found in the "Own information" tab.
8. Additional configurations to Koho ticketing
It is possible to get various additional settings for ticketing. For example, it is possible to switch off automatic responses when receiving new tickets. Ask more about the different possibilities from our customer service at asiakaspalvelu@kohosales.com.