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Process automation

The Automation section (Settings > Automation > Permissions) provides several settings related to the help desk process automation:

  • Agent and Customer permissions
  • Intelligent solutions,
  • Ticket ID generation, and
  • Email-to-ticket utility.


The Permissions section (Settings > Automation > Permissions) allows setting the general users' permissions related to ticket operation. The permissions are divided to:

  • Agent permissions, and
  • Customer permissions.

support agent permissions

Agent permissions

Click the toogle switch to enable or disable the following agents' permissions:

  • Manually change ticket status: Allow agents to manually change ticket status in the internal Note action. Otherwise, the ticket status is changed automatically.
  • Enable self-assignment: Enable/disable ticket self-assignment option in the agent Reply action area, if the ticket is not assigned.
  • Default billable time: Enter default billable time for all agents' actions. The value is used for Analytic reporting.

Customer permissions

Click the toogle switch to enable or disable the following customers' permissions:

  • Close ticket: Allow customers to close tickets. Otherwise, only agents are able to close them.
  • Reopen closed ticket: Allow customers to reopen closed tickets. Otherwise, only agents are able to reopen those closed.
  • Rate agent replies: Allow customers to rate agents' replies and choose rate from 1 to 5. This represents a scale describing how quickly users received a response to a ticket, or how quickly a posted question is answered. The information is used for Analytic reporting.

Click the Apply Changes button to make the changes active.


A user must logout and log-in again to make the changes active.

Intelligent solutions

The Intelligent solutions setting allows controlling how the system searches for previous solutions by mining and analyzing the stored data. The list of the most appropriate solutions is provided to the Agents in the Solutions action.

AI solutions settings

The following parameters are available:

  • Search tickets: Click the toogle switch to enable/disable the system to search for solution within previous tickets.
    • Minimum match (%): Move the slider between 1% and 100% to choose the percent of how previous solutions match a current ticket.
    • Number of solutions (1 - 20): The maximum number of solutions displayed in the Solution list.
  • Search knowledgebase: Click the toogle switch to enable/disable the system to search the knowledgebase articles.
    • Minimum match (%): Move the slider between 1% and 100% to choose the percent of how a knowledgebase article matches a current ticket.
    • Number of solutions (1 - 20): The maximum number of knowledgebase articles displayed in the Solution list.


Recommended "Minimum match (%)" value: 15
Recommended "Number of solutions" values: 5 - 7

Ticket ID format

Ticket ID format

The ticket's identification number - ID is displayed to users across the entire SympoQ account for each ticket and acts as a unique reference for the ticket. The identification number is automatically assigned to ticket in one of two available ways:

  • Custom, using reference codes to users instead of ticket ID. A reference code is a string of numbers and letters that uniquely identifies a ticket, but isn't assigned sequentially. You can set the reference code format to include information about the time the ticket was created; ticket reference 2022-07-21-FE971 is more meaningful than ticket ID 24912.
  • Sequence, starting with [1], [2], [3], and so on. This way you reveal the total number of tickets you have on your account.

If you choose the Custom format, you can enter the desired ID format as a string of placeholders, surrounded by square brackets. For example, [YEAR]-[MONTH]-[A]-[RRR] would give you IDs such as 2020-05-Z-Q9E. Anything you enter that isn't in square brackets will be the same in every code.

Here are the available placeholders:

Placeholder Result Example
[A] Random letter W
[9] Random number (one digit) 7
[RRR] 3-chars random string of letters or numbers T4E
[YEAR] Current year as a four-digit number 2022
[MONTH] Current month as a two-digit number 07
[DAY] Current day as a two-digit number 21
[HOUR] Current hour in 24-hour format 13
[MIN] Current minute as a two-digit number 57
[SEC] Current second as a two-digit number 44

Email to ticket conversion

The inbound email option available in the Email to ticket conversion section shows email addresses that accept email messages and convert them to:

The inbound email address provides a baseline for two-way email ticketing feature that allows customers and agents to submit requests and reply to tickets by a common email service without using the agent or customer portal.

Inbound email addresses

There are two additional settings available to control the system behaviour once the email message arrives:

  • Accept messages from unregistered senders - Enable/disable email-to-ticket conversion for email messages received from unregistered (anonymous) customers. If disabled, only messages from Users > Customers list will be accepted
  • Default Topic - Select a topic that will be altered to a new ticket.

Email forwarding

To enable email conversion for messages received in your original company's email inbox (e.g., you need to:

  1. Set up email forwarding on your own email server/account. The set up depends on the server's email system. Here are the sample tutorials:

  2. Afterward, enter the original/forwarded address in the Forwarded from field and click the Update Forwarded from button.

This way, the SympoQ will recognize your original email address and convert each received message into a new ticket or append the reply message to existing ticket.


In case the incoming email message contains the Custom submission fields, the Default Topic is overridden by the Form ID from the Conversion placeholders settings. The Form ID can be obtained from the "Conversion placeholders" button in Settings > Forms > Submission forms.