Settings is broken down by project features Ticketing, Asset Management, Change Management and Project Accounting. Each feature and its underlying settings can be enabled, created, managed and disabled all from this screen. Settings for each feature have a visual status to let project managers know which settings have been set successfully (green checkmark), which have been skipped (circle with slash) or not yet set, as well as which settings are missing (red X). Additional field management is available for select settings, which provides a project manager the ability to show or hide fields on a ticket for this project.
Assignment Groups
Each project with Ticketing enabled requires an Assignment Group to fulfill tickets. Using the Select Assignment Groups button, you can select a specific Assignment Group or Groups to fulfill tickets for this project. By default, new projects created in Startly will contain the Everyone Assignment Group.
Everyone Assignment Group
The Everyone Assignment Group consists of all Team Members in your Startly instance. This group cannot be edited or modified. When used all Team Members will have access to the Ticketing menu and Tickets for this project.
Select Assignment Groups Drawer
This drawer shows all available ticketing groups that can be added to this project. The list is a mixture of Global and Customer specific Assignment Groups. If a new group is needed, select the plus icon to create a new Assignment Group.
New Assignment Group Drawer
When creating a new Assignment Group from the project settings, you will need to define its availability. Creating a customer group will limit its availability to ticketing projects for that customer. Creating a global group will make the group available for selection on all ticketing projects. Enter a name for the group and select the Manager to oversee the group. Assignment Groups can be used for more than one type of project and provides access to features of Startly. Defining the type allows visibility and access to the menu items for Assignment Group Team Members.
After creating the group select Save & Manage Team Members to add Team Members to the group. These Team Members will be able to view and fulfill ticket requests from end users.
Editing Assignment Groups
Assignment Groups added to this project have three editing options: Manage Team Members, Edit, and Remove. Manage Team Members lets you add or remove members from the group, while Edit allows changes to the group’s name, manager, or type. Updates made through these options apply across all projects using the group. For example, removing a member will prevent them from viewing or fulfilling tickets for any project linked to the group. Remove only disassociates the group from this project—it doesn’t delete it from Startly.
End Users
End Users are defined for each Customer. This setting provides visibility to end users who can submit tickets for this project. Should the Customer not have any end users, end users can be added individually by selecting the plus icon. For more information about adding End Users to the customer click here.
Startly also allows for End User sync(s) to be configured for customers. Click here to learn more about that process.
Service Locations
Service Locations define where a request, incident, or problem occurs within ticketing. Each customer has their own list of locations. From this Project Settings screen, you can create, add, or update Service Locations. Because this is a customer-level setting, any changes made here will apply across all of the customer’s projects.
Service Locations are a customer setting and can be created in a hierarchy. To add a location select the plus icon which will place a new top level location in the hierarchy. An additional way to add Service Locations is by hovering over an existing location and selecting the plus icon to add a child location.
Ticketing Categories
Define specific Ticketing Categories (or groupings) to support reporting by ticket category to identify frequent issues or problems.
Select Ticketing Categories Drawer
This drawer shows all available Ticketing Categories that can be added to this project. The list is a mixture of Global and Customer specific Ticketing Categories. If a new category is needed, select the plus icon to create a new Ticketing Category.
New Ticketing Category Drawer
When creating a new Ticketing Categories from the project settings, you will need to define its availability. Creating a customer category will limit its availability to ticketing projects for that customer. Creating a global category will make the group available for selection on all ticketing projects. Enter a name for the category.
After creating the Category select Save & Manage Subcategories to add Subcategories to the Ticketing Category. These Subcategories will be available for selection when fulfilling ticket requests from end users if the Category is added to the project.
Editing Ticketing Categories
Ticketing Categories added to this project have three editing options: Manage Subcategories, Edit, and Remove. Manage Subcategories lets you add or remove subcategories from the Ticketing Category, while Edit allows changes to the category name. Updates made through these options apply across all projects using the Ticketing Category. For example, removing a subcategory will make it unavailable for selection when fulfilling tickets for any project linked to the Ticketing Category. Remove only disassociates the category from this project—it doesn’t delete it from Startly.
Custom Lists
Startly provides two Custom Lists for each project, displayed by default as Applications and Assets. Custom Lists offer an additional way to track and categorize tickets, allowing you to select from two customizable sets of data points to add more detail to a ticket. These are customer-level lists and are shared across all projects for that customer.
Similar to Assignment Groups, items from these lists must be added to the project before they can be selected on tickets. To add new items, select the plus (+) icon. You can also manage these lists by updating their names and descriptions as needed.
Service Level Agreements (SLAs)
Project SLAs help define levels of service expected by your customers. Multiple SLAs can be created and active for an individual project. From this setting Project Managers can create, manage and quickly see all active SLAs for this project. To create an SLA select the plus icon to open the Add New SLA drawer. System SLA templates can be created in the Admin settings of Ticketing, a template can be selected as a starting point for any new SLA or a completely custom SLA can be created on the project. These settings are project specific, selecting a template creates the starting point to build an SLA for this project and does not modify the template or change an SLA on any other projects.
Satisfaction Survey
Satisfaction Survey’s are a powerful tool when it comes to feedback and understanding on the quality of service you are providing your clients. Startly allows each ticketing project to have a Satisfaction Survey created and sent when a ticket is closed. Surveys are a project specific setting, creating and modifying a survey will not change other surveys for other projects.
Email Connectors
Satisfaction Survey’s are a powerful tool when it comes to feedback and understanding on the quality of service you are providing your clients. Startly allows each ticketing project to have a Satisfaction Survey created and sent when a ticket is closed. Surveys are a project specific setting, creating and modifying a survey will not change other surveys for other projects.
Contact Sources
Contact Sources are used by the Ticketing solution for you to document the caller channel (call, email, walk up, etc.). By default Startly provides 3 global sources: Call, Email and End User Portal. These options will appear in the drop down for Contact Source on a ticket for this project. Additional sources can be added from the global and or customer library of Contact Sources by clicking the Select Contact Sources button.
If additional Contact Sources are needed select the plus icon from the Select Contact Sources drawer. When creating a new Contact Source from the project settings, you will need to define its availability. Creating a customer Contact Source will limit its availability to ticketing projects for that customer. Creating a global Contact Source will make the group available for selection on all ticketing projects.
