Ticket Settings

Ticket general settings allow users to configure settings and behaviors that affect your tickets. Settings are separated at the location level, to affect ticket settings for the location you are currently logged in, or at the company level, to affect all locations. 

  • On the RepairQ navigation bar, hovering over "Settings" will expand your selection to select "Location Settings" or "Company Settings."

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  • On the Settings Overview page, you can view which level your settings will affect. You can also click the location dropdown to switch between settings for the current location you are signed in or company-wide settings.

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Company-level (Global) Settings

This is a list of all global ticket settings. Select a section below to jump to additional information:

General Settings

  • Allow Viewing tickets from any location
  • Limit the ticket customer search to the locations the user has access to.
  • Ticket notes default to "Visible to Customer"
  • Compatibility Toggle Default
  • Automatically close tickets due to inactivity
  • Enable taxable amount override on tickets
  • Prompt for (and require) ticket resolution when advancing to the following statuses:
    • Type keywords to select specific ticket statuses, "Select All" to select all ticket statuses, and "Unselect All" to remove all ticket statuses from the list.
    • Require ticket resolution for the following ticket types:
      • Select any/all ticket types that will require a ticket resolution: Repair, Claim, Refurbishment, and Trade-in.
  • Prompt for (and require) ticket assignee when advancing to the following ticket statuses:
    • Type keywords to select specific ticket statuses, "Select All" to select all ticket statuses, and "Unselect All" to remove all ticket statuses from the list.
    • Require assignee for the following ticket types:
      • Select any/all ticket types that will require a ticket resolution: Repair, Claim, Refurbishment, and Trade-in.
  • Auto-backorder out of stock items

 

Sell - Configure Settings for Items You Sell on Tickets (All Tickets)

  • Group ticket item search results by supplier(dividing search results into separate line items per supplier)
  • Supplier SKU match overrides supplier for new ticket item, even if no instock items for that supplier
  • Enable "Add and Bundle" button

Item Grid Settings for Ticket Items

  • Use Item Grid to add items

If you have created an item grid for selecting ticket items, you can customize the information shown on the grid selections.

    • Select which Item Grid decision tree to use when adding items to tickets. You can view the grid flow by clicking "Preview" next to the selection of available grids.
    • Show Instock quantity

You can select which information is shown on each item grid selection.

    • Name
    • Short Name
    • SKU

 

Repair - Configure Settings for Items You Repair on Tickets (Repair Tickets)

Item Grid Settings for Repair Items

  • Use Item Grid to add items

If you have created an item grid for selecting ticket items, you can customize the information shown on the grid selections.

    • Select which Item Grid decision tree to use when adding repair devices to tickets. You can view the grid flow by clicking "Preview" next to the selection of available grids.

You can select which information is shown on each item grid selection.

    • Name
    • Short Name
    • SKU

Buy and Trade - Configure Settings for Items You Buy or Trade on Tickets (Trade-in Tickets)

  • Default Resale Price

Item Grid Settings for Trade-in Items

  • Use Item Grid to add items

If you have created an item grid for selecting trade-in items, you can customize the information shown on the grid selections.

    • Select which Item Grid decision tree to use when adding trade-in items to tickets. You can view the grid flow by clicking "Preview" next to the selection of available grids.

You can select which information is shown on each item grid selection.

    • Name
    • Short Name
    • SKU

Customize Ticket Edit - Configure How Tickets Are Displayed when Editing Them

Line Item Columns & Ticket Totals

  • Default: Show unit Price, Quantity/Hours, Tax, Discount, and Line Total
    • Unit Price (before tax or discount)
    • Quantity or Hours (for fixed labor pricing, this does not affect total)
    • Discount (before tax)
    • Tax
    • Line Total
    • Ticket Subtotal (before tax and discounts)
    • Total Discount (before tax)
    • Total Tax
  • Tax-Inclusive: Show tax-inclusive unit price, effective after-tax discount, etc.
    • Tax-Inclusive Unit Price (before discount)
    • Quantity or Hours (for fixed labor pricing, this does not affect total)
    • Effective After-tax Discount (the difference between actual total and what the total would be without any discount)
    • Tax
    • Line Total
    • Tax-Inclusive Ticket Total Without Discount (this is what the total would be with no discounts)
    • Total Effective After-tax Discount (the difference between actual total and what total would be without any discount)
    • Total Tax
  • Custom: Show Columns Selected Below - This selection includes all fields above, with the ability to toggle which fields and data are shown on the ticket.

Bundled Items

  • Hide bundled child item price
  • Hide bundled child item discount apportionment
  • Hide bundled child item tax and include it in parent item instead. This does not change how the line total is calculated- only how it is displayed.

Other Tax-inclusive Settings

  • Show default Ticket Discount dropdown options, when tax-inclusive pricing is not enabled for the ticket's location. When this setting is on, it will ignore the below options:
    • "Before Tax" Ticket Discount dropdown option
    • "After Tax" Ticket Discount dropdown option
  • Label for "After Tax" (tax-inclusive) Unit Price checkbox when editing Unit Price, if tax-inclusive pricing is enabled.
  • Label for Effective "After Tax" (Tax-Inclusive) Discount when editing item Discount, if tax-inclusive pricing is enabled.

Customize Ticket View - Configure How Tickets Are Displayed When in Ticket View

  • Use the same settings for Ticket View as selected for Ticket Edit above
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