Tickets & Tasks in Team: The New Ticket Interface
Here’s how your team can work with the new ticket interface: Create tickets and internal tasks, assign responsible parties, clarify questions about orders, and keep customer responses via email in the correct ticket.
The guide as a video (3:55 min., German audio with English subtitles): ticket list, new ticket, assignee and sender, replies, tasks, transferring tickets, tickets from orders, My Day and permissions. Features from XONIC 4.10 are marked in the video. How customer emails become tickets is shown in the video on Email to Ticket. AI-generated voice-over.
Video transcript
0:00 · Introduction
Customer inquiries, questions about orders, internal tasks: With the XONIC ticket system, your team handles every case in one place. This video shows you how in just a few minutes.
0:15 · The ticket list
You will find the list under Tools, Tickets & Tasks. You filter on the left and work through the cases on the right. “My Open Tickets” shows what is on your desk. “No Initial Response” shows where a customer is still waiting for a reply. These rows have a colored bar on the left. “NEW” means: you are the assignee and have not opened the case yet. From XONIC 4.10, the ticket number appears right next to the subject.
0:46 · Creating a new ticket
To log a phone call, use “New Ticket”. First, assign the customer, by customer number or search. Then enter the subject and text. The ticket mode “Record Customer Inquiry” adds the text as a message from the customer. With “Send Message to Customer”, you write to them directly. Under “Assignee”, choose who takes care of it, several people are fine, too.
1:12 · Assignee and sender
What matters is the difference between “Assignee” and “Sender”. The assignee is whoever handles the case. “My Open Tickets” and the “Team” column depend on it. The sender is just the name above an entry, for example “Anna, Customer Service”. It does not assign anyone. You can change the assignees at any time on the “Assignee” card.
1:37 · Replies, internal notes, status
In the ticket you see the cards at the top, the history in the middle and the reply area at the bottom. “Reply” goes to the customer by email, “Internal Note” only to your team. Text blocks insert ready-made replies. Check the status before saving, for example “Answered”. “Save and Close” takes you back to the list, “Save & Next” opens the next case right away.
2:06 · Tasks and “Change type”
For cases without customer contact there are tasks, for example a callback or a complaint to a supplier. In the “Tasks” tab, “Continue without selection” leads to a task without a customer. Tasks are always internal: no email ever goes to the customer. If a task should become a ticket after all, choose “Change type”. Number and history are kept. From XONIC 4.10, you will find it right in the case under “Actions”.
2:38 · Transferring tickets
If a customer writes twice about the same matter, merge the tickets with “Transfer Ticket”. The history moves to the target ticket, the source ticket is closed. From XONIC 4.10, the target can also take over the assignees. To turn a task into a ticket, though, use “Change type”, not “Transfer”.
3:02 · Tickets from orders
Clear up questions about an order right in the order, in the “Tickets” tab. The new ticket takes over the order number. For guest orders, name and email address come from the order.
3:16 · My Day
With the add-on “XONIC Premium: CRM”, “My Day” shows every person their open tickets, tasks and appointments at a glance.
3:26 · Permissions and wrap-up
You decide what each person may do per user group. If you like, a group sees only its own tickets. How your customers' emails automatically become tickets is shown in the video on Email to Ticket. You will find all details in the guide “Tickets & Tasks” on xonic-solutions.de. And if you need help with the setup: our support team in Chemnitz is there for you.
At a Glance
- The person in charge is not the sender: “Person in charge” determines who handles the task. “Sender (Avatar)” is simply the name the customer sees above a reply.
- Tasks are internal: Every entry is an internal note; no email is ever sent to the customer. Starting with XONIC 4.9.111, this can also be done directly in the new interface even without a customer.
- Guest orders: Starting with XONIC 4.9.111, you can also create tickets for these. The email goes to the address from the order, and the text is always included.
- Email replies: With “Email to Ticket,” a reply to a ticket email is routed to the correct ticket; as of XONIC 4.9.133, this works even if the subject line has been changed. A completely new email from the customer requires the ticket number in the subject line for this to work.
- Badges: Features marked from 4.9.111 come with the update, without an add-on module. Features marked XONIC Premium: CRM are only available with the add-on module. The ticket system itself is included with every XONIC Shop.
In this guide
New Interface, Versions, and Premium Features
The new ticket interface has been available since XONIC 4.8.3. It uses the same tickets, permissions, and email templates as the classic view; switching between them does not change any data.
New with the update from 4.9.111
- Tasks without a customer and a “Responsible” field when creating a task
- Consistent labeling “Sender (Avatar)” with a note
- Tickets for guest orders; text always included in the email
- "Tickets" tab on the order: Count and "Back to List"
- Chips for changed values in an empty internal note
- Email for ticket: more subject line formats, correct link in the confirmation email
With the add-on module XONIC Premium: CRM
- Email to Ticket
- Appointments in the ticket
- Hide with resubmission date
- Create a project from a ticket
- "My Day" Daily Overview
Tickets, tasks, responsibility, absence, and the “Tickets” tab in the order are standard features of every store. The remaining features are unlocked by XONIC Premium: CRM.
Switch between the classic and new views
You set the interface for the entire team. Each person can switch back to the classic view for themselves, for example, during the onboarding process.
For the entire team
Settings → General → Tickets & Tasks → Ticket System Design (Interface) (TICKET_UI_MODE): classic view (value legacy, default) or new interface (value new). Below that, you can set line density, priority accent bars, and the color for “Critical.”
For individual users
“Classic View” in the new list takes you to the familiar interface; “New View” takes you back. This selection applies only to you and remains in effect until you log out. “New View” appears only if the new interface is enabled for everyone or if you have already switched to it during this session.
Interface and display settings for the entire team. Click to enlarge.
The Ticket List at a Glance
You can find the list under Tools → Tickets & Tasks → Tickets & Tasks. On the left, you can filter; on the right, you can work through the cases.
List with filter bar, flags, and “Team” column. Click to enlarge.
List header
Above the list are “Tickets” and “Tasks” with the number of open items, the search field, “New Ticket,” and “Classic View.” from 4.9.135
Up through XONIC 4.9.134, there was an additional bar at the top of the page with “Tickets,” “Tasks,” and “Insert Ticket.” It opened the same list, but its counts included an assignee selected on the left and could therefore differ.
Searching and Filtering
If you search for ticket numbers using T-1234 or #1234, you’ll also find closed tickets. A number alone searches for the customer number. The list also searches email addresses, names, companies, subject lines, and the text in the history. The left-hand sidebar offers:
- “My Open Tickets” or “My Open Tasks,” “No Initial Response,” and “Dates” XONIC Premium: CRM
- Status (multiple options available), Assignees including “No Assignee,” Subscribers, and Department
- “Show Hidden” XONIC Premium: CRM, and “Reset Filters”
All filters are listed in the page URL. Save frequently used views as bookmarks.
Indicators in the row
- “NEW”: You are assigned to the task and have never opened it before.
- “Unread Changes”: Something has happened in your case since you last opened it.
- “No Initial Response”: The customer has not yet received a reply. The row is marked as “Critical” and has a colored bar on the left.
- “Appointment” and “In progress by …”: an open appointment or a case that has just been opened by another person.
- “Team” column: the assigned personnel, not the sender’s name.
“NEW” and “Unread Changes” apply only to your own cases; new tickets without an assigned person can be found under “No Assignment.” You can edit selected rows via “Action for Selected Tickets” using “Change Status,” “Change Assignment,” and “Delete.” The arrow next to “Edit” opens the row menu, which includes “Change Assigned Order Number,” “Assignments and Subscribers,” and “Change Type.” The pin icon next to the subject pinning a task to the top for everyone.
Create a New Ticket
“New Ticket” takes you through two steps to create a ticket: Assign a customer by customer number or search, then enter the ticket details. If you’re working from a customer account or an order, the first step is skipped.
Assign from 4.9.111
Check one or more people. You are preselected; if no one is selected, you will also be assigned as the person in charge. For absent staff members, the shop automatically assigns a substitute without sending an out-of-office notice to the customer. Up to XONIC 4.9.110, the person who creates the ticket is always assigned as the responsible party; you can change this immediately after saving via the “Responsible” tab.
Sender (Avatar) from 4.9.111
This only determines the name under which the first entry appears to the customer, such as “Team Sample Store.” The note next to the field: “Sets only the displayed sender name for this entry, not the assigned person.” Up to XONIC 4.9.110, this field is labeled “Avatar.”
You also select the email address, order number, status, department, and priority, and enter the subject and text. The “Ticket Mode” determines how the text appears: “Record Customer Inquiry”—for example, after a phone call as a message from the customer—“Send Message to Customer” as a message from your team. The “Email Notification,” “Include Reply in Email,” and “Internal Comment” buttons (along with “Attach Signature,” provided a signature is stored in your account) are explained in the Emails section.
Step 2 with “Assigned To” and “Sender (Avatar).” Click to enlarge.
Tasks (Internal)
Tasks are processes intended only for your team, such as a callback or a complaint to a supplier. They are located in the “Tasks” tab and function like tickets, but without customer contact.
Always Internal
Every entry is an internal note; no email is ever sent to the customer, and the task is invisible in the customer’s account. There is no “ticket” mode: The first entry always appears in the history as an entry from your team. from 4.9.111
Create without a customer from 4.9.111
“Tasks” tab → “New Ticket” (the button is labeled this way here as well) → “Continue without selection,” then “Assignee,” Subject, and Text. Up to XONIC 4.9.110: “Classic View” → “Tasks” → “Insert Task” → “Continue without selection.”
“Continue without selection” in step 1. Click to enlarge.
Internal process with two people assigned. Click to enlarge.
- Link: A task can be linked to a customer or an order, even retroactively via the row menu.
- Change Type: Converts a task into a ticket and vice versa. The number and history remain the same; no second process is created. You’ll find this option in the row menu of the list (arrow next to “Edit”).
- Change type directly on the item: In the open task under “Actions”; in the classic view, next to “Transfer Ticket.” After confirming, you’ll return to the item. from 4.10.0
- Status: For tasks only, the status selection offers “Keep Status.”
- Red rows: Tasks always appear in the list as “No initial reply” and “Critical” because there is no reply to a customer. This is normal.
Distinguishing Between Assignee and Sender (Avatar)
The most common confusion within a team: The person who is working on a task sets the “Assignee.” The name above a reply is independent of this.
Assignee
Always a user account in the backend—it can be more than one. This determines “My Open Tickets,” the “Team” column, “NEW,” “unread changes,” and, in cases of restricted permissions, who can view the ticket.
Sender (Avatar)
Simply the name displayed above an entry. You manage these names under Tools → Tickets & Tasks → Employees; the entry labeled “Default” is preselected. This selection applies only to the entry you are currently saving. Up to XONIC 4.9.110, the field in the reply form is labeled “Employee.”
Five Ways to Assign Responsible Parties
- from 4.9.111When creating a ticket, in the “Responsible” field
- “Responsible” card → “Edit” in the detail view; saves immediately without a response.
- “Assign ticket to myself” on the same card.
- “Actions” → “Responsibilities and Subscribers,” also available in the row menu of the list.
- Select rows → “Change Assignee,” add or replace.
The first person to reply automatically becomes the assignee as long as no one is assigned. To create a ticket from an email, simply include your address in the To or CC field of the customer’s email.
The “Assigned” card in the detail view. Click to enlarge.
"Edit" saves immediately. Click to enlarge.
One sender per person
Under Tools → Tickets & Tasks → Employees, create a sender for each person—for example, “Anna (Customer Service)”—and set a team name such as “Team Sample Store” as the “Default.” Each person selects their sender and destination status in the reply form and clicks “Save the above settings” once. The button appears as soon as the selection differs from the saved one.
Absence and Substitution
Enter vacation and coverage in advance under Tools → Tickets & Tasks → Absence & Vacation Mode or via “Absence / Vacation” in the reply form. If a ticket is assigned to an absent person, the shop will automatically add the coverage. Tickets that have already been assigned remain as they are. You can specify for each entry whether the customer receives an absence notice by selecting “Notify customer” and entering text under “Absence note to the customer,” along with “Fallback if substitute is unavailable” and “Type of absence.” XONIC Support configures the main setting for absence notifications and the default text.
Edit Ticket: Reply, Internal Note, Status
At the top are the subject, reference number, and cards; in the middle is the history; and at the bottom is the reply area with the action bar.
Header and Cards
The subject line displays the status and the calculated urgency: “Critical” as long as the customer has not received a response, otherwise “Normal.” This is not the “Priority” field. Below that are the tabs “Assigned To,” CC/BCC, “Subscribers,” “Ticket Transfer,” and “Linked Appointments”; you can create appointments for the ticket using XONIC Premium: CRM.
Reply Area
“Reply” goes to the customer; “Internal Note” goes only to the team (tab “Internal Note · not for customers”). Above that are “Sender (Avatar)”, “Department”, “Priority”, and “Absence / Vacation”. “Text Block” inserts templates with placeholders such as {kunde} and can set the status.
Reply area and action bar. Click to enlarge.
The status selection is based on your personal preset—such as “Answered”—not on the current status. Check it before saving. The buttons: “Save and Close” (return to the list), “Save & Next” (next item on the list), “Refresh” (stay in the ticket), “Close Internally” (status “Closed,” text as an internal note, no customer email) and “Hide” XONIC Premium: CRM.
The history separates customer messages, team replies, internal notes, and system events such as “Responsibility Changed”; an envelope icon indicates a sent email. CC and BCC recipients apply to all subsequent emails. You can merge two tickets related to the same issue using “Ticket Transfer”; you can keep, close, or delete the source ticket. A newly created destination in this process inherits the source’s type. from 4.10.0, the dialog for a task is called “Transfer Task,” points to “Change Type,” and highlights tickets and tasks in the destination search.
History with system bar and chips. Click to enlarge.
Tickets from orders, including guest orders
You can resolve inquiries regarding an order under Orders → Open Order → “Tickets” tab. The account requires read access to “Tickets & Tasks” for this.
The “Tickets” tab
The number on the tab counts all linked tickets and tasks, including closed and internal tasks without a customer; starting with XONIC 4.9.111, it updates immediately. The numbers in the two tab bars within it count only open items. “New Ticket” automatically retrieves the order number from 4.9.111. Up to XONIC 4.9.110, you must select the number yourself in the form; otherwise, the ticket will be missing from the tab.
Guest orders from 4.9.111
The customer search is no longer required: the name and email address are taken from the order. Guests do not have a customer account, so the text is always included in the email, and instead of a link to the customer account, there is a note instructing them to reply via email with the ticket number. This applies to all tickets without a customer account.
“Tickets” tab of a guest order. Click to enlarge.
New ticket for a guest order. Click to enlarge.
- Single View: With “Order Ticket: Single View in the Order” (
ORDER_TICKET_SINGLE_VIEW, enabled by default), the tab displays the most recent transaction directly. “Back to List” opens the list for this specific order starting with XONIC 4.9.111; prior to that, it opened the entire ticket list. - Automatic: “Create Order Ticket Automatically” (
ORDER_TICKET_AUTO_CREATE) creates a transaction for each order—by default, a task—with optional assigned staff members and an email to the customer, even for guests (see Settings). - Retroactively: Use “Change Assigned Order Number” in the row menu of the list.
Emails: Notifications, replies via email, ticket number in the subject line
Which email the customer receives and how their reply is routed to the correct ticket depends on a few settings and the subject line of the email templates.
What the customer receives
“Email Notification” sends an email. Setting “Include Reply in Email” to YES inserts your text into the email; setting it to NO includes only a link to the customer’s account. If the customer does not have an account, the text is always included in the email from 4.9.111. Internal notes and tasks never trigger an email.
Ticket Number in the Subject Line
The templates “New Ticket (Admin)”, “New Ticket with Content (Admin)”, “Update Ticket (Admin),” and “Update Ticket with Content (Admin)” under CMS → Emails & Marketing / Automations require {ticket_link_id} in the subject line; otherwise, a reply cannot be assigned to a ticket.
Where Replies Go
Ticket emails display the shop operator’s email address (Settings → Interfaces → Email Marketing / CRM → Email Options). Replies are sent to that address. With “Email to Ticket,” they automatically become entries in the ticket; without XONIC Premium: CRM, you can save important information as an internal note. Customers with an account can also reply via their customer account.
Notification Email to Your Team
The store reports new tickets from customer accounts and forms, as well as replies in the customer account, via the “Info Mail Tickets” (SUPPORT_EMAILS_TO); upon request, this can also be sent to Slack. Do not use the “Mail to Ticket” mailbox for this purpose, as it will result in duplicate tickets.
TicketID: {ticket_link_id} - {ticket_subject}; otherwise, every reply via email will create a new ticket.
Email to Ticket: The Support Mailbox as a Ticket Inbox XONIC Premium: CRM
“Email to Ticket” periodically checks a mailbox. Emails from known customers become new tickets, while replies to ticket emails become entries in the existing ticket.
Email to Ticket as a video (2:36 min., German audio with English subtitles): setup, from email to ticket, unknown senders, assignees and CC, filter rules and more mailboxes. AI-generated voice-over.
Video transcript
0:00 · Introduction
Many customers would rather send an email than fill in a form. With Email to Ticket, your support mailbox becomes a ticket inbox: every email arrives as a ticket for your team. The feature is part of the add-on “XONIC Premium: CRM”.
0:19 · Setup
Under Settings, Interfaces, Email Marketing & CRM, Email to Ticket, enter the access to your mailbox: IMAP server, user name and password. In the console under xoCRM, Email to Ticket, the dashboard shows whether everything is set up, and “Test connection” checks the access. A cron job then checks the mailbox regularly. If you like, we set it up for you.
0:48 · How an email becomes a ticket
If a known customer writes, a new ticket is created with your defaults. If they reply to a ticket email, their reply is added as an entry in the existing ticket, even if they change the subject. A closed ticket reopens in the process. The shop moves processed emails to the “0-erledigt” folder of the mailbox.
1:10 · Unknown senders
If an email comes from an unknown address, it stays in the inbox and appears in the console in the “Emails” tab. There you turn it into a ticket with “Force Tickets” or file it away with “Mark as Completed”. Store a customer's second address in their customer account.
1:29 · Assignees and CC
With “Admin auto-assignment”, whoever's address is in To or CC of the customer email becomes the assignee. The shop adds CC recipients to the ticket. They then receive every further reply.
1:43 · Filter rules
Out-of-office replies and newsletters should not open tickets. That is what filter rules are for, for example with the field “Is auto-reply”. If an AI provider is set up, the AI drafts a rule from your description.
1:59 · Mailboxes and the backend mailbox
In the “Mailboxes” tab you add more mailboxes, for example one per department. And under xoCRM, Mailbox, you read and answer your emails right in the backend.
2:12 · One rule and wrap-up
And one rule to finish: do not work on the mailbox in your email program at the same time, because read emails are also processed and moved. You will find all details in the guide “Tickets & Tasks” on xonic-solutions.de. And if you need help with the setup: our support team in Chemnitz is there for you.
Setup
Under Settings → Interfaces → Email Marketing / CRM → Mail to Ticket, enter your IMAP credentials and assign an “API key (cron job).” A cron job checks the mailbox every 15 minutes; we can set it up for you upon request. The console under xoCRM → Email to Ticket features the tabs “Dashboard,” “Emails,” “Filter Rules,” “Log,” and, for additional mailboxes, “Mailboxes” (since XONIC 4.9.133).
How an Email Becomes a Ticket
A recognized sender (an address associated with a customer account or an xoCRM additional address) creates a ticket with the default values. If the ticket number is included in the subject line or if the customer replies to a ticket email, an entry is created in the existing ticket, and the status reverts to the default status—even for closed tickets. Starting with XONIC 4.9.133, Mail to Ticket recognizes such replies by the email’s identifier, even if the customer has changed the subject line. Completed emails are moved to the “0-Completed” folder.
Unknown Senders
With “Customer Assignment Required” (default: on), such emails remain in the inbox and appear in the “Emails” tab. There, you can use “Force Ticket,” “Mark as Resolved,” and “Delete.” You can add a customer’s secondary email address under “xoCRM: Alternative Email Addresses” in the customer’s profile.
Assignment and CC
“Admin Auto-Assignment” assigns responsibility to whoever’s address is in the To or CC fields, including “Alternative Email Addresses” from My Account. The store automatically adds CC recipients to the ticket; with “Automatically CC External Senders,” it also includes additional reply recipients. They will all receive every subsequent reply, so be sure to review the list beforehand.
Settings for Email to Ticket. Click to enlarge.
- Customer Notification (
MAILTOTICKET_NOTIFY_CUSTOMER): Confirmation of receipt sent to the customer. Enable this only starting with XONIC 4.9.111; it will then include the correct link to the customer’s account. - AI cleanup: Removes quotes and signatures. The email texts are sent to the configured AI provider for this purpose; please review your contract regarding data processing.
Appointments, Follow-ups, Projects, and My Day XONIC Premium: CRM
The XONIC Premium: CRM add-on module links tickets to the team calendar, projects, and a personal daily overview.
Appointments and Follow-ups
The “Linked Appointments” → “Appointment” card creates an appointment for the ticket (requires permission to create entries in the calendar). Invitations in customer emails appear as appointment cards with “Add to Calendar.” “Hide” → “Hide Ticket Until” hides a ticket from the list and “My Day” until the specified date; “Show Hidden” restores it. If you close the date field again, the next save will cancel the hiding.
Projects and My Day
“Actions” → “Create Project from Ticket” turns a larger request into a project under xoCRM → Projects. xoCRM → My Day displays “My Open Tickets,” “Tickets Without Assignment,” “My Open Ticket Tasks,” “My Open Project Tasks,” along with “Of Which Overdue” and “Today’s Due Dates.”
xoCRM → My Day. Click to enlarge.
Permissions for Team Members
You assign permissions by group under Settings → Administrators → User Groups. Each person needs their own account under User Accounts, because responsibilities and flags are tied to the account.
The “Tickets & Tasks” page includes the following permissions:
- “Page Access/Read”: View the list and tickets, the “Tickets” tab in orders, and their own absence.
- “Edit”: Reply, change responsibility, change type, perform bulk actions, pin.
- “Create”: Create new items. “New Ticket” is visible even without this permission; however, attempts to create a ticket will be rejected.
- “Delete” and “Edit (Super Admin Rights)”: The latter deletes history entries and removes “In progress by …” for others.
- “Limit ticket view to your own tickets”: see below.
Settings → Administrators → User Groups. Click to enlarge.
Only My Own Tickets
With this restriction, a group can only view tickets for which its members are assigned, as well as tickets with no assigned owner. Being a subscriber is not sufficient; direct links to other users’ tickets are blocked. “Select All” does not apply this restriction; it never applies to the main administrators (Group 1). Anyone subject to this restriction will always be assigned responsibility when creating a ticket. from 4.9.111
Absences for other users are managed by those authorized to edit the “Employees” page. With XONIC Premium: CRM requires the “Appointment from Ticket” permission to create events in the calendar, and the “Create Project from Ticket” permission to create projects.
Settings at a Glance
The toggles are located under Settings → General → Tickets & Tasks. You can set the default department, priority, and status under Tools → Tickets & Tasks using the “Default” option next to each entry. XONIC Support changes the default settings for absences.
- Ticket System On/Off
TICKET_SYSTEM_STATUS - Tickets in the shop’s customer account. Default: on.
- Ticket System Design (Interface)
TICKET_UI_MODE legacy(Default) ornew; see alsoTICKET_UI_DENSITY,TICKET_UI_SHOW_ACCENT, andTICKET_UI_CRIT_COLOR.- Department, Priority, Status, Order Numbers, Subject (Admin) On/Off
TICKET_USE_* - Shows or hides the fields in the backend. Default: on.
- Info Mail Tickets
SUPPORT_EMAILS_TO - Address for notifications sent to your team; not the "Mail to Ticket" mailbox.
- Ticket Only After Login (Catalog) On/Off
TICKET_CUSTOMER_LOGIN_REQUIREMENT_DEFAULT - With
false(default), any logged-in customer can read the ticket using the link; withtrue, only the owner can. We recommendtrue; this applies to new tickets. - Contact, Product, and Price Inquiries as Tickets
CONTACT_FORM_AS_TICKET - Inquiries from logged-in customers become tickets. With “Login required” (default: on), customers must log in first.
- Automatically create an order ticket
ORDER_TICKET_AUTO_CREATE - One process per order; for marketplaces, use
ORDER_TICKET_AUTO_CREATE_MARKETPLACE. Default: off. - Order ticket: Type, assignee, notify customer
ORDER_TICKET_TYPE - Task (
job, default) or ticket; assignee viaORDER_TICKET_ASSIGN_ADMIN_IDS, customer email viaORDER_TICKET_NOTIFY_CUSTOMER(default: off). - Email to Ticket XONIC Premium: CRM
MAILTOTICKET_* - Separate group under Settings → Interfaces → Email Marketing / CRM → Email to Ticket.
Pitfalls and Tips for Teams
Here’s what your team should keep in mind
- Shared account: In this case, every ticket is assigned to a single name. Each person needs their own account.
- Changing the sender instead of the assignee: “Sender (Avatar)” only changes the name displayed above the entry.
- Empty reply: In the “Reply” tab, an email is sent even without text—since XONIC 4.9.135—after a follow-up request. Use “Internal Note” for simple updates.
- Overlooked status: The selection is based on your preset, not the current status.
- Number in search: Entering just a number searches for the customer number or ticket numbers starting with
T-or#. - “Classic View” remains selected: This setting remains in effect until you log out.
- Red Tasks: Tasks are always listed as “No Initial Response.” This is normal.
- CC list: CC recipients receive every subsequent reply.
- New Email Instead of a Reply: If the customer sends a new email without a ticket number, a new ticket is created; merge it using “Ticket Transfer.”
- Converting a task to a ticket: Use “Change Type” for this. Using “Transfer Ticket” with a new action will create a new task.
- “Closed” does not mean “locked”: A reply to an email reopens a closed ticket.
- No Email Upon Assignment: Check “My Open Tickets” and “No Assignment” daily.
- Vacation: Enter your absence in advance; the shop does not automatically reassign assigned tickets.
- Two types of“tasks”: Ticket tasks and project tasks are different; “My Day” displays them separately.
Checklist for the team transition
- Check version —under Tools → xoUpdate; XONIC 4.9.111 or higher is recommended.
- Accounts and groups —one account per person; permissions per group.
- Sender – one per person, with a team name as the “default.”
- My Account – Update “Signature (Ticket System)” and “Alternative Email Addresses.”
- Absences – Enter them with a substitute.
- New interface –
TICKET_UI_MODEatnew; show the team how to navigate back. - Subject Lines – Include
{ticket_link_id}in all ticket templates. - Email-to-Ticket XONIC Premium: CRM – mailbox, cron job, rule for auto-replies.
- Test run – Task without a customer, ticket with two assignees, ticket for a guest order sent to a test email address.
Frequently Asked Questions
How do I create an internal task without a customer?
Can I specify who will handle the ticket when I create it?
Why doesn’t the “Employee” field change the assignment?
Why does every new ticket end up assigned to the same name?
How do I create a ticket for a guest order?
How do I turn a task into a ticket?
Who on the team can see which tickets?
Why did the customer’s email response create a new ticket?
Does a colleague receive a notification when I assign a ticket to her?
Related Guides
We’ll support your team through the transition
We’ll help you set up accounts, senders, email templates, and “Email to Ticket” functionality.
Contact Support Now