Sources

A ticket’s source identifies the origin of the ticket. The help desk comes with predefined source values, including a default source. Pureservice automatically selects the appropriate source for tickets generated by the inbound channels. The source of tickets created manually is set to the default source unless an agent changes it.

In the Administrator Console you can manage the predefined source values and the customized ones. You can add, rename, enable/disable, remove, as well as set a default source.

Add new source

Type a source name into the input field at the bottom of the source list and press the return/enter key to add a new source.

Rename source

Click on the name of an existing source and enter a new name. Press the return/enter key to save the new name.

Enable / disable source

It is possible to deactivate/disable a source without removing it completely from the help desk. Simply press “Off” to do so. To activate/enable the source again, press “On” . Disabling a source already in use by a ticket will not remove the ticket’s source. Disabling a source only restricts new tickets from using it.

The background colours of the buttons indicate whether a source is enabled or disabled. If a source is enabled, the background colour of the “On” button is green. If a source is disabled, the background colour of the “Off” button is dark grey.

Use the “Hide disabled/Show disabled” button to get a sorted view of the active sources.

Default source

A default source is required. You can change the default source by pressing the “Default” button.

Delete source

Sources can be deleted permanently by pressing . Removing a source already in use by a ticket will not remove that ticket’s source. Removing a source only restricts new tickets from using it.

The default source cannot be deleted.