---
title: "How To Guide: Optional Ticket Customization & Configuration"
url: "https://help.psarev.io/en/article/how-to-guide-optional-ticket-customization-configuration"
language: "en"
last_updated: "2025-12-17T18:19:15.616Z"
---

# How To Guide: Optional Ticket Customization & Configuration

1. Introduction

![1](https://export.supademo.com/renders/juuldpna32/out.png)

2. All of the optional ticket configuration settings are found on the **Admin** menu. Click **System Settings**.

![2](https://export.supademo.com/renders/1x6rfe0jxt/out.png)

3. Click **System Tables**.

![3](https://export.supademo.com/renders/tswhmi3d0i/out.png)

4. Select the **Ticket** tab.

![4](https://export.supademo.com/renders/od8wnduq6y/out.png)

5. Click to open ticket **Status**.

![5](https://export.supademo.com/renders/dxntrjqznh/out.png)

6. Your system comes pre-loaded with standard statuses of **New**, **Open**, **Pending**, **Closed**, and **Void**.

You can **edit** these to add identifying **colors**, but you cannot remove these standard system statuses.

![6](https://export.supademo.com/renders/bq63hwzy9m/out.png)

7. To add additional statuses, click the **Add Status** button.

![7](https://export.supademo.com/renders/w8nlqwmu93/out.png)

8. Next, click to open ticket **Priority**. The system is pre-loaded with **High**, **Medium**, and **Low** ticket priorities. You can edit these and add colors, etc. if you would like.

To add additional custom ticket priorities, you'll click the **Add Priority** button and the new priorities will display in the list.

![8](https://export.supademo.com/renders/v0pt1t7ro4/out.png)

9. Click to open **Ticket Type**. The system is pre-loaded and ready to use with ***Break/Fix***, ***Installation***, ***Phone Support***, and ***Service Call*** types***.***

If you would like to add additional ticket types, click the **Add Ticket Type** button and enter your additional ticket types.

![9](https://export.supademo.com/renders/gwzdjjmlcf/out.png)

10. Next we will configure the Service defaults for tickets. From the **Admin** menu, select **Service**.

![10](https://export.supademo.com/renders/3s3ra7mk67/out.png)

11. Click **Default Values** to open the list if you would like to configure alternate ticket defaults.

![11](https://export.supademo.com/renders/livo5fhr1n/out.png)

12. Here you can override the default ticket **status**, **type**, and **priority** if you need to. These are the defaults that are pre-loaded in your instance and they work out of the box for most clients, but can be customized if you would like.

You can also set a default so that it will **Email Public Activity Notes**. This setting is *off* by default.

![12](https://export.supademo.com/renders/d3qq5psbny/out.png)

13. If you have configured a user group for your ticket technicians, you can set that user group as the default users available to assign tickets to and avoid having to scroll through other non-technician users when assigning tickets

![13](https://export.supademo.com/renders/yeyyczj7gg/out.png)

14. Make sure to click the Save button to apply your service configuration changes.

![14](https://export.supademo.com/renders/rioiky53tz/out.png)

15. You can click Macros to configure automated ticket workflows and actions if you would like.

![15](https://export.supademo.com/renders/aoc9ea3a6j/out.png)

16. To create a new ticketing macro, click the **New Macro** button.

![16](https://export.supademo.com/renders/ngnhrq8k17/out.png)

17. You will **name** the macro and give it a **description**, and then add any details you wish the macro to apply, including the **Work Requested** information.

![17](https://export.supademo.com/renders/7pghir3xb0/out.png)

18. Whatever you put in the **Description** field becomes the subject line of the tickets you apply this macro to.

![18](https://export.supademo.com/renders/9e1vu4d9pk/out.png)

19. Click the **Save Macro** button and make sure the macro is **active** (checkbox at the top) if you are ready to use it.

![19](https://export.supademo.com/renders/hx3dn19kn2/out.png)

20. All macros will display in this list view.

![20](https://export.supademo.com/renders/qvq2l69efv/out.png)

21. To apply a macro when creating a ticket from a customer account, select the **Tickets** tab from the **Service** section of the account.

![21](https://export.supademo.com/renders/8sxpevr946/out.png)

22. Click the **Add Ticket** button to create the ticket.

Note: This also works if you create a ticket from the **Service** menu on the **Ticket List** view.

![22](https://export.supademo.com/renders/v3fhqwil2m/out.png)

23. Click the **Apply Macro** button from the new ticket screen.

![23](https://export.supademo.com/renders/x2xm7fqlum/out.png)

24. Select the macro you wish to apply from the list of macros on the left side of the pop-up screen.

![24](https://export.supademo.com/renders/b80g0vjg9u/out.png)

25. The macro details will display on the right after you select the macro. Click the **Apply Macro** button to use this macro to create the ticket.

![25](https://export.supademo.com/renders/f6kt3p59ms/out.png)

26. The macro information will populate the ticket fields as configured. You can edit any of this information if you need to.

![26](https://export.supademo.com/renders/18v9f6ytbt/out.png)

27. Then click the **Add Ticket** button to create the ticket.

![27](https://export.supademo.com/renders/s01ec3i1t0/out.png)

28. The ticket will be created with the macro **description** as the **subject** line on the ticket and all the details from the macro will be populated.

![28](https://export.supademo.com/renders/2l4m61r07a/out.png)