Getting Started with Ticketing

Written by Mitchell Ivany

Updated at February 19th, 2025

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Table of Contents

Before you start using ticketing Making the most of ticketing

Before you start using ticketing

Email Domains	This article describes the process for configuring Outbound Domains on a per-company basis within your instance, to customize and tailor the messaging experience when communicating with customers
Inbound Domains	This article describes the process of configuring Inbound email addresses on a per-company basis, simplifying the methods through which your customers can send a message.
User Permissions	This article describes the process of creating limited and defined User Roles, restricting access to certain portions of your instance to certain individuals (such as limiting access to tickets to only the support team)
Ticketing: General Overview	This article describes the General Intent of the ticketing feature within Sonar, explaining its key features and highlighting its usefulness

Making the most of ticketing

Canned Replies	This article presents some examples of Canned Replies that can be used to enhance the customer experience when handling common support or success questions.
Canned Reply Categories	This article provides some examples of Canned Reply categories, and how they can be used to refine the Canned Replies to make the process simpler for everyone.
Ticket Groups	This article describes some example Ticket Groups, which can be used to assign tickets to specific members of your organization.
Ticket Categories	This article describes the usage of Ticket Categories and how they can be used to supplement and improve the general ticket responses.

ticket beginner