Step Six: Customize Ticketing (Optional)
The Ticketing module comes pre-loaded with default settings so you can begin using it right out of the box. However, if you’d like to tailor how tickets function within your organization, follow the steps below to review and adjust the available configuration options at any time.
You may find that you don’t need to change every setting, or any at all. The level of customization is entirely up to your business needs. Remember, you can always start using the system as-is and return later to make adjustments as your processes evolve.
| Menu Path | Configuration |
| Admin > System Settings > System Tables > Ticket | 1. Add additional options for Status, Priority, Ticket Type, and/or Severity. ℹ️ System Settings: System Tables - Ticket Rev.io is prepopulated with the following defaults: Status: Open, Pending, Closed, Void Priority: High, Medium, Low Ticket Type: Phone Support, Service Call, Installation, Break/Fix Severity: Emergency, High, Medium, Low |
| Admin > User Groups | To make ticket assignment easier, you can limit the Tech Assigned dropdown to one specific user group. 1. Create a user group and add all of the technicians in your instance to the group. 2. See the next step to set the user group as the Ticket Technicians User Group. ℹ️ Add/Edit User Groups |
| Admin > System Settings > Service | 1. Select a specific Status, Ticket Type, and/or Priority to be the default on new tickets. 2. Set the user group you created in the previous step as the Ticket Technicians User Group. ℹ️ System Settings: Service |
| Admin > System Settings > Macros | 1. Configure ticket macros (similar to templates) for commonly used tickets. ℹ️ System Settings: Macros |
| Admin > Workflows | 1. Create workflow notifications to trigger based on certain events in the system, like Ticket Created, Ticket Status Updated, Ticket Tech Assigned, Ticket Activity Note Created, Calendar Item Created, or Calendar Item Modified. 2. Set specific conditions so the system knows when to send the notification. 3. Set the type of notification/reaction that should trigger for the workflow. Options include Email, SMS, In-app Notification, and Slack/Teams (if you have the Slack or Teams integration configured). ℹ️ Create/Edit Workflows |
Congratulations! You've completed all of the required configurations to start using Rev.io. If you have any outstanding items you discussed with your onboarding team during your kickoff call, be sure to follow up on those items next.
For more information on any topic in Rev.io, the ✨ Ask Revii button is available at the bottom of every screen. You can also search our Help Center for articles, videos, how-to guides, and walkthroughs to help clarify any questions. Welcome aboard!