Set up ticket boards, statuses, priorities, tags, and intake AI

What you will have

• Find Ticket Boards and know what Internal Board and Exclude from AI each do.
• Find Status Workflow and know what a status's Category does, why some statuses show a lock icon instead of a trash icon, and what the Pauses SLA badge means.
• Turn on Advanced status flow and know how the Can move to chips control which status changes are allowed.
• Find Priorities and know why Critical, High, Medium, and Low are locked.
• Find Intake AI and know what the master switch does, how to turn off one AI behavior without turning off the rest, and why a procedure checklist did not attach to a ticket.
• Find Documentation Categories and Tag Defaults and know what a System Category is and why a tag gets archived instead of deleted.

Why it works this way

Steps

1. 1

   Open Settings > Service Desk > Ticket Boards, open a board, and look at Internal Board and Exclude from AI.

   Internal Board hides the board from clients entirely and stops client email notifications for tickets on it - use it for internal work like backup monitoring or maintenance. Exclude from AI tells Elise to ignore every ticket on that board when it searches, builds meeting agendas, or gathers context, which suits a high-volume NOC or monitoring board you never want summarized. Both are independent of Exclude from SLA, the toggle directly below them, which only controls SLA deadlines.

   

2. 2

   Open Settings > Service Desk > Status Workflow and look at a status row's Category badge, Pauses SLA badge, and lock or trash icon.

   Category buckets a status into Open, Resolved, Closed, or Locked for reporting and behavior - Open counts as active work, Resolved is ready for closure review, Closed is terminal, and Locked is a held bucket used in rollups. The Category picker on a status's own editor only offers Open, Resolved, and Closed; Locked exists on system statuses like the built-in Locked status but is not a choice when you add your own. Pauses SLA is a separate flag, shown here on Waiting on Client, that freezes the response-due timer while a ticket sits in that status - independent of category. The lock icon marks a System status seeded with the portal; it cannot be deleted because ticket logic depends on it. A Custom status you add yourself, shown here as "KB walk - example status", gets a trash icon instead and can be removed safely as long as no ticket references it.

   

3. 3

   Switch Status flow to Advanced, edit a status, and look at its Can move to chips.

   Simple, the default, lets a ticket move freely from any status to any other. Advanced enforces each status's own Can move to list: only the chips you select for that status are allowed next moves, shown here for the New status with its default chips already selected. Selecting a chip adds that transition; clearing it removes that transition. The first time you switch to Advanced, the standard ticket lifecycle is seeded as a starting point so advanced mode does not start fully locked.

   

4. 4

   Open Settings > Service Desk > Priorities and look at the four system priorities.

   Every ticket carries a priority, which maps to an SLA policy on Settings > Service Levels > SLA Display to set the response deadline, drives sort order on the ticket list, and colors the priority dot on each row. Critical, High, Medium, and Low all show a lock icon because the SLA policy set is keyed to these exact four values, so they cannot be renamed at the value level or deleted - though you can change each one's display label and dot color. Low also carries the star Default badge, meaning new tickets start there unless something else sets a priority. You can add Custom priority levels alongside these four, but a custom level will not map to an SLA target unless you build a policy for it, and the Ticket Rules email-parsing picker is fixed to the four system priorities only.

   

5. 5

   Open Settings > Service Desk > Intake AI and look at the Intake AI master switch.

   This master switch controls whether AI runs at all as tickets come in - on this tenant it is on. When it is off, no AI runs on ANY intake path (email, client portal, admin, or recurring tickets): no priority is set, no first note is written, and no tags are applied. The five sub-toggles below it, under "What AI Does on Intake", only take effect while this master switch stays on. Board routing is never part of this - a ticket's board always comes from your fixed Ticket Rules, never from AI.

   

6. 6

   Turn off just AI Doc Suggestions and save, leaving the other intake behaviors on.

   To turn off one part of AI intake without turning it all off, leave the Intake AI master switch on and turn off only the one sub-toggle you want off - here, AI Doc Suggestions, which finds and links relevant documentation on an incoming ticket. AI Priority, AI First Note, AI Procedure Checklists, and AI Tagging can each be switched independently the same way. AI Procedure Checklists reuses AI Doc Suggestions's own document search, so with Doc Suggestions off, as shown here, no checklist attaches automatically to a new ticket even though Procedure Checklists itself is still switched on - a tech can still attach one by hand. Saving here, and reverting afterward, does not change any other tenant.

   Note: This walkthrough turned AI Doc Suggestions off only long enough to capture this step, then switched it back on and saved again.

   

7. 7

   Open Settings > Service Desk > Documentation Categories and look at the seeded categories.

   Documentation Categories are the dropdown options for the Category field on every knowledge-base article, procedure, and runbook. Knowledge Base and Password Vault, boxed here, are two of the seven categories this tenant starts with, each carrying a System Category badge. You can add, rename, or reorder categories here; an existing document keeps its category by internal id, so renaming a category's label here renames it everywhere that category is already shown.

   

8. 8

   Open Settings > Service Desk > Tag Defaults and look at an archived tag.

   Tags on this page are company-wide - every client's picker sees them immediately, with no separate push-to-clients step. There is no delete button anywhere on a tag row: tags are archive-only by design. Archive hides a tag from pickers and search suggestions, but any ticket, device, or document that already carries it keeps resolving correctly, so historical billing math and audit history stay intact. The two tags boxed here, both already archived on this tenant from an earlier walkthrough, show the archived badge and a strikethrough name, and each carries a Restore button in place of Archive to bring it back.

   

Other ways to do this

If it did not work

• If Add Status or Add Priority stays disabled, fill in the Label field - both are gated on a label alone.
• If a custom status will not delete, a ticket may still reference it - remove or reassign those tickets first.
• If AI Procedure Checklists never attaches a checklist even though it is switched on, check AI Doc Suggestions - Procedure Checklists needs that switch on too.
• If a tag will not go away, that is by design - use Archive, not delete, and Restore to bring it back.

Questions this page answers