When using a ticket management system, it’s common for companies to want to enable or disable certain commands based on their preferences and needs. The ability to customize commands can be an important feature when implementing a new ticketing system. In this article, we’ll look at whether commands can be enabled or disabled in popular ticket tools and how to go about configuring these settings.
What are commands in ticket tools?
Commands in ticket tools refer to the actions that users can take within the system. For example, common commands include creating a new ticket, adding a comment, assigning a ticket, closing a ticket, and more. The specific commands available will depend on the particular ticket tool.
When a user types a command into the ticket tool interface, whether via email or web form, it triggers an action in the system. For instance, if a user types “/assign” followed by an agent’s name, it will assign that ticket to the specified agent. Commands allow users to quickly perform key actions without having to navigate through menus.
Why would you want to enable/disable commands?
There are a few key reasons a company may want to enable or disable certain commands in their ticket tool:
- Restrict access – Disabling commands can prevent users from taking certain actions they shouldn’t have permission for. For example, an organization may want to disable the command to close tickets for non-admin users.
- Simplify interface – Eliminating unnecessary or unused commands can simplify the interface and experience for agents and users.
- Reduce mistakes – Disabling accident-prone commands like ticket deletion can prevent users from accidentally issuing harmful commands.
- Customize workflows – Organizations can configure which commands align with their business processes and workflows.
- Security purposes – Disabling vulnerable commands can improve security and prevent unauthorized actions.
Having the ability to customize commands allows organizations to shape the ticket tool experience to best suit their specific needs and preferences.
How to enable/disable commands in popular ticket tools
Zendesk Support
Zendesk Support provides the ability to enable or disable certain commands through trigger conditions and actions:
- Navigate to the Triggers menu and click “+ New trigger”
- Set up a trigger condition to apply to the command you want to restrict
- Choose the action as “Disable all trigger actions on this ticket”
- Activate the trigger and it will disable any commands that meet the trigger condition
You can also use tags to disable commands. Add a tag like “NoClose” to tickets, then create a trigger that disables the close command when that tag is present.
Freshdesk
In Freshdesk, there are a couple ways to enable/disable commands:
- Agent roles – Commands can be allowed or restricted based on agent roles. For example, only allow管理员 agents to close tickets.
- Triggers – Use conditional triggers that restrict actions based on ticket properties.
- Macros – Enable/disable command buttons in the agent interface using macros.
The triggers method is likely the most flexible approach for selectively enabling/disabling commands.
Jira Service Management
Jira Service Management handles commands through automation rules:
- Navigate to Automation Rules and click “Create Rule”
- Choose a trigger for the rule such as “An issue is created”
- Select an action like “Disable transition”, picking the transition you want to disable
- Configure the rule’s conditions and restrictions
- Activate the automation rule
Using automation rules provides fine-grained control over enabling/disabling commands and transitions in Jira Service Management.
Zoho Desk
In Zoho Desk, there are two primary ways to enable/disable commands:
- Permission profiles – Commands can be allowed or restricted by customizing agent profiles.
- Macros – Macros can be used to show/hide command buttons conditionally.
Macros provide the most flexibility for toggling commands on and off dynamically in Zoho Desk.
Other ticketing systems
Most other helpdesk and ticket management tools provide ways to customize commands and access as well:
- ManageEngine ServiceDesk Plus – Use custom roles and permission profiles.
- HubSpot – Enable/disable with conditional workflows.
- Salesforce Service Cloud – Permission sets and profiles control access.
- Kayako – Restrict commands with roles and access levels.
- Help Scout – Use rules and automations to disable commands.
Consult each tool’s documentation to find out how to gain fine-grained control over command permissions.
Best practices for configuring commands
When enabling and disabling commands, keep these best practices in mind:
- Align with workflows – Make sure the available commands match up with your workflows.
- Consistency – Strive for consistency in permissions across agents and channels.
- Minimize complexity – Only show necessary commands to avoid overwhelming users.
- Communication – Clearly communicate any command changes to impacted users.
- Testing – Thoroughly test any command modifications before rolling out broadly.
- Security – Restrict the ability to make command changes to prevent misuse.
Key takeaways
Configuring commands allows companies to tailor their ticket tool experience:
- Most ticketing systems provide ways to enable/disable commands.
- Typical methods include triggers, rules, roles, macros, and profiles.
- Enable/disable commands to restrict access, simplify workflows, increase security.
- Test all command changes extensively before full rollout.
- Make sure to communicate command adjustments to users.
Fine-tuning commands takes some effort but allows organizations to mold their ticketing tool to meet their specific process needs. With the right command configuration, companies can optimize the agent and user experience.
Frequently Asked Questions
Can you disable commands for specific user roles?
Yes, most ticketing systems allow administrators to disable certain commands specifically for certain user roles. For example, disabling the “close ticket” command only for end users but keeping it enabled for agents. This allows for fine-grained control over who has access to which commands.
Do disabled commands completely remove the option?
Typically a disabled command simply hides or removes the option from the user interface or prevents the action from executing. However, it doesn’t completely delete the command from the system. It can be re-enabled if desired. Some systems may allow permanently deleting unused commands.
Can I disable commands globally or just for certain conditions?
Ticket tools provide options to disable commands globally across the system or based on certain conditions being met. For example, disabling closes on tickets tagged as “high priority” only. The ability to selectively disable commands provides added flexibility.
What happens if a user tries to execute a disabled command?
If a user tries to execute a command that has been disabled, usually nothing will happen. The command won’t perform its intended action. Some systems may display an error message notifying the user that the command is currently disabled by administrator rules.
Can I create custom commands to add new functionality?
Some ticket systems allow admins to create custom commands that introduce new functionality, beyond what’s available out-of-the-box. These would be handled in a similar way, by enabling or disabling access to the custom commands as desired.
Conclusion
Controlling command permissions allows organizations to mold ticket tools to their specific requirements. But while disabling certain commands can improve security or simplify the interface, it also risks frustrating users who expect certain functions. Changes should be clearly communicated and tested before a full rollout.
With thoughtful configuration, commands can be enabled or restricted to build an optimal ticketing experience for any business use case. Empower your teams to work efficiently while still maintaining necessary oversight of critical actions like closing tickets.