The Ticket System area in the administration bundles all master data and configuration elements around tickets — settings, notifications, mail templates, mailboxes, categories and tags. Reachable via the main menu under Administration > Ticket System. Detail workflow for ticket entry and processing is described in the Ticket system collection.

These subareas control how tickets work in ZEP, which notifications are dispatched and with which master data tickets are classified. They form the basis of all ticket workflows and affect the daily work of support employees, project teams and external customers with customer access.

General settings for the ticket system such as activation of customer access, default status for new tickets, automatic escalation rules, default processors as well as SLA specifications per ticket category. These settings affect all tickets company-wide and control the automatic behavior on ticket creation as well as the escalation logic on elapsed reaction times.

Configuration of automatic notifications on ticket events, for example new status, assignment to a processor, comment addition or escalation. Per event, recipient rules, mail template and dispatch delay can be maintained. Notifications can be configured separately for internal employees and external customers, with respective own mail templates.

Templates for automatic and manual mails around tickets, for example confirmations on ticket creation, status updates to customers, internal notifications to processors as well as reminders before SLA deadlines. Per template, subject, main body and placeholders (such as ticket number, status, customer) can be maintained, separately per language for international customers and teams.

Configuration of e-mail inboxes from which ZEP automatically generates tickets. Per mailbox, receiving address, auto-classification (customer, category, processor), filter rules and error handling can be maintained. Incoming mails are assigned to an existing or new ticket based on sender and subject, which significantly reduces entry effort with customer inquiries.

List of categories that can be assigned to a ticket, for example support, bug report, feature request, consulting or maintenance. Per category, designation, default processor, SLA rule and visibility for external customers can be maintained. Categories act as filters in reports and can trigger automatic assignments to processors.

Freely assignable tags for flexible marking of tickets. Suitable for ad-hoc classifications that do not require central management, for example topic clusters, sprint assignments or special markings. Processors with appropriate rights can create and delete tags directly on the ticket without opening the administration area.

The ticket system master data affects all areas in which tickets appear. Detail documentation on ticket creation, processing, subtasks and mailboxes is available in the Ticket system collection. Tickets also appear in the Dashboard of individual employees as widgets for own and team tickets.