How To Setup Ticket And Deal Stage Settings

Timerman uses ticket and deal stages to determine when to track time and when to pause time.

Let's say I have four ticket stages: New, Waiting on contact, Waiting on us, and Closed. I want the SLA time to start when the ticket is created as a New ticket, pause when Waiting on the customer, then resume when Waiting on us. 

  1. Login to your hapily portal
  2. In the sidebar navigate to Timerman > Ticket Stages Settings

  3. Hit Re-Import Stages to make sure all of your pipelines and stages are imported.
  4. Then go through and change the Is Paused/Ignore/Awaiting Reply column as needed. 
    1. For example, let's say I have four ticket stages and I want the SLA time to start when the ticket is created as a New ticket, pause when Waiting on the customer, then resume when Waiting on us. All I would need to do is change the Is Paused drop-down from No to Yes.
  5. Once you have set all of the stage statuses setup hit Update Stage Settings and you're good to go!

To change your deal stage settings navigate to Timerman > Deal Stages Settings and follow the same instructions starting at step #3. 

 

Still have questions? Email us at care@hapily.com