How to Configure Ticket Types, Groups and Agents in CrmLeaf
All editions. Core feature - no add-on required.
Availability: All editions. Core feature - no add-on required.
Overview
Before your team starts working tickets, decide how requests will be classified and who will handle them. CrmLeaf lets you define ticket types, support groups, channels and agents, and customise the ticket form itself. This configuration is what makes ticket reporting meaningful and routing predictable.
This article is for Administrators. It covers the ticket configuration area and the decisions to make in it.
How It Works
You define the classification lists first, then the people, then the form the agents fill in.
Types → Groups → Channels → Agents → Ticket form
- Types describe what kind of request a ticket is, and become a reporting dimension.
- Groups represent the teams that handle tickets. Each group has its own set of enabled agents, so only the right people can be assigned work from that group.
- Channels record how a request arrived.
- Agents are the users who work tickets. Each agent has their own settings.
- The ticket form is customisable: you choose which fields appear and sort their order.
- Status toggles control which of the ticket statuses are in use for your account.
Who Can Use This Feature?
Administrator
- Create and maintain ticket types, groups and channels.
- Enable users as agents and enable agents per group.
- Customise the ticket form and sort its fields.
- Set per-agent settings and the ticket status toggles.
This functionality is available only to Administrators.
Prerequisites
- The users who will act as agents already exist in your account.
- An agreed list of the request categories your business wants to report on.
For Administrators
Step 1: Open the ticket settings
What to do: Open the ticket configuration area. This is where types, groups, channels, agents, the ticket form and the status toggles are maintained.
What to verify: You can see the configuration sections listed above.
Step 2: Create the ticket types
What to do: Select Add and create one type for each kind of request you want to count separately, for example a fault report, a change request, or a billing question. Keep the list short - every type you add is a choice an agent has to make on every ticket. Select Save.
What to verify: Each new type appears in the list and can be selected when creating a ticket.
Step 3: Create the groups and enable their agents
What to do: Create one group per team that owns a queue of tickets. For each group, enable the agents who are allowed to handle its tickets. Select Save.
What to verify: When you create a test ticket and select the group, only the enabled agents are offered.
Step 4: Create the channels
What to do: Create a channel for each way requests reach you, so you can later see where your ticket volume comes from. Select Save.
What to verify: The channel list matches the ways your customers actually contact you.
Step 5: Set up the agents
What to do: Add the users who will work tickets as agents, and review the per-agent settings. Confirm each agent's role also gives them the ticket visibility scope you intend.
What to verify: Each agent can open Tickets and see the queue they are responsible for.
Step 6: Customise the ticket form
What to do: Choose which fields appear on the ticket form and sort them into the order your agents should complete them. Put the fields you report on near the top so they are not skipped. Select Save.
What to verify: Create one test ticket and confirm the form shows the fields in the order you set.
Step 7: Review the status toggles
What to do: Confirm which of the statuses open, pending, resolved and closed are enabled for your account, and brief your team on what each one means in your process.
What to verify: The statuses available on a ticket match the workflow you documented for the team.
Expected Result
Ticket types, groups, channels and agents are saved, the ticket form shows your chosen fields in your chosen order, and new tickets can only be assigned to agents enabled for the selected group.
Service Organisation Context
For a firm running managed services alongside project delivery, this configuration decides whether support can be reported on at all. Many service organisations use groups to separate first-line response from the specialist consultants who delivered the work, so escalation is a group change rather than an informal request. Ticket types are worth designing around the commercial distinction that causes most retainer disputes - a fault covered by the agreement against a change request that should be quoted. The same structure serves an internal helpdesk or a manufacturing complaints desk equally well, with types drawn from that business instead.
Important Notes
- Menu names and their position can differ between product editions and can be customised for your account, so your sidebar may not match these paths exactly. Use Search or your Quick Access items if you cannot find a screen.
- Configuration alone does not grant access. A user also needs the ticket permission scope from their role before they can see tickets.
- Design the group list before enabling round-robin assignment, because round-robin distributes work within the group.
Common Scenarios
Example: separating first-line and specialist support. Create two groups and enable different agents in each. First-line agents handle the general queue; specialists are only assignable on the group that needs them.
Troubleshooting
| Issue | Possible Cause | Resolution |
|---|---|---|
| An agent cannot be assigned to a ticket. | The agent is not enabled for the ticket's group. | Enable the agent for that group. |
| An agent is added but sees no tickets. | Their role's ticket visibility scope is none or is limited to records they own. | Review the role's ticket permission scope. |
| Agents skip a field you need for reporting. | The field is low in the form order or not marked as required. | Reorder the ticket form so the field appears early. |
Frequently Asked Questions
Can one user be an agent in more than one group?
Yes. Enable the same agent in each group that should be able to assign work to them.
Can I change the ticket form after tickets exist?
Yes. The form is a configuration, so you can add, remove and reorder fields at any time.
Do I have to use all four statuses?
The status toggles let you control which statuses are in use, so you can run a simpler workflow if you prefer.