### Setting Up the Trouble Ticket System

The Trouble Ticket System allows processing problem reports that come from your customers. You can enable the Trouble Ticket System already on the Initial Setup stage, to try how it works.

Trouble tickets are managed and grouped by the following attributes:

- One attribute selected by a customer from the set defined by you. This is the problem subject or category.
- Two attributes selected by you from the set defined by you:
  - Priority of problem (e.g., normal, high, etc.). Note that when you enable the Trouble Ticket System, you should select the default priority that will be assigned to all new tickets posted by customers. Later you can view the ticket details and assign another priority to a ticket.
  - Queue to place a problem report (e.g., new, on hold, etc.). Similarly to priorities, you should select the default queue to place all new tickets posted by customers. Later you can move a ticket to another queue.

To enable the trouble ticket system:

1. Check the Enabled for customers box to make the Trouble Ticket System available for customers (in this case your customers will see the Trouble Ticket System link in the Help & Support zone, in the Control Panel).
2. Check the Allow posting new tickets box to allow your customers to submit problem reports from the Control Panel.
3. To use the Trouble Ticket System, you should make some initial settings, which are necessary for the Trouble Ticket System to work, namely:
   1. Create and enable at least one ticket queue. Type the queue names into the Name #1, Name #2, etc. fields on the Tickets Queues form.
   2. Create and enable at least one ticket priority. Type the queue names into the Name #1, Name #2, etc. fields on the Tickets Priorities form.
   3. Create one or more ticket categories (roughly pre-defined problem subjects) . Customers will select one or another category when placing a problem report from the Control Panel. Type the categories names into the Name #1, Name #2 , etc. fields on the Ticket Categories form.

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