Sometime customer don’t have idea about their query and which one is best team to get proper solution from your customer support portal. In this scenario while submitting ticket from portal they don’t select any Helptopic , to overcome this issue you can set your default ticket settings to response these tickets and later if required team can transfer ticket to related helptopic.
To set Ticket Settings go to Admin Panel, click on Ticket from System Settings section . You will see below form over their.
Default status is set to Open.
You can select default Priority, SLA, Helptopic and Department.
Set agent collision avoidance duration time, to lock ticket for particular time. With Lock ticket you can avoid two or more agent working on same ticket once at a time.
Click Save button once you are done with all selection.