Ticketacties in het portaal instellen
Configure portal ticket actions
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Configure portal ticket actions
Portal ticket actions control what end users are allowed to do to their own tickets from the self-service portal after submission. This configuration is managed inside Configuration → Agent Settings → Configuration and covers four main actions: Ask for Update, Escalation, Cancel by Requester, and Satisfaction Survey. These controls shape how requesters interact with in-flight tickets without needing agent intervention for every follow-up. Each action can be enabled or disabled independently. Some actions include extra routing or safety controls, such as fallback team/user notification, escalation targets, automatic priority bumping, status restrictions for cancellation, and whether to email a survey when a ticket is closed.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Ask for Update can create avoidable noise if the cooldown is too short.
- Escalation should point to a real target team or user, otherwise users can escalate without meaningful follow-up.
- Allowing requester cancellation on late-stage statuses can disrupt fulfilment work that is already underway.
- Enabling surveys without reviewing feedback regularly turns the feature into noise instead of a quality signal.
- Go to Configuration → Agent Settings.
- Open the Configuration tab and find the Portal Ticket Actions sections.
- Enable or disable Ask for Update and set the cooldown plus optional fallback routing.
- Enable or disable Escalation and set the escalation target team and/or user.
- Optionally enable auto-bump priority for escalated tickets.
- Enable or disable Cancel by Requester and choose which ticket statuses are allowed.
- Enable or disable Satisfaction Survey and decide whether survey emails should be sent on close.
- Save the configuration and validate the portal behaviour with a test ticket.
Expected outcome: The user has reviewed the result of configure portal ticket actions in the application.
Aanbevolen werkwijze
- Maak eigenaarschap duidelijk.
- Gebruik statussen en prioriteiten consequent.
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