Standard configuration for the Xzopia ITFlow deployment at psa.xzopiasecure.com.
Apply these settings after a fresh ITFlow install to reach the Xzopia operational baseline.
Configure five ticket types under Admin → Ticket Types:
| Type | Icon | SLA | Use case |
|---|---|---|---|
| Incident | 🔴 | Active | Unplanned interruption or degradation of service |
| Service Request | 🔵 | Active | Standard request (new user, password reset, software install) |
| Change Request | 🟡 | Active | Planned change to infrastructure or service |
| Problem | 🟠 | Active | Root cause investigation for recurring incidents |
| Maintenance | ⚫ | Paused | Scheduled maintenance window — SLA paused automatically |
Four priority levels with response and resolution targets.
| Priority | Label | First Response | Resolution | Who |
|---|---|---|---|---|
| P1 | Critical | 15 minutes | 4 hours | On-call tech + management |
| P2 | High | 1 hour | 8 hours | Assigned tech |
| P3 | Medium | 4 hours | 2 business days | Queue |
| P4 | Low | 1 business day | 5 business days | Queue |
Set the Waiting on Client status to pause SLA timer in Admin → Ticket Statuses.
The timer resumes automatically when the client replies or the status is changed.
| Status | SLA | Description |
|---|---|---|
| New | Running | Ticket received, not yet assigned |
| Open | Running | Assigned and in progress |
| Waiting on Client | Paused | Awaiting information from client |
| Waiting on Third Party | Paused | Awaiting vendor/ISP/carrier |
| On Hold | Paused | Agreed deferral with client |
| Resolved | Stopped | Solution applied, awaiting confirmation |
| Closed | Stopped | Confirmed resolved |
Four templates to configure under Admin → Email Templates:
Sent immediately when a ticket is created by email.
Subject: [#{ticket_number}] We've received your request — {ticket_subject}
Hi {contact_firstname},
Thank you for contacting Xzopia support. Your request has been logged and a member of our team will be in touch shortly.
Ticket reference: #{ticket_number}
Priority: {ticket_priority}
Subject: {ticket_subject}
You can reply to this email to add information to your ticket at any time.
The Xzopia Support Team
support@xzopia.com | 0800 XXX XXXX
Sent when ticket status changes to "Waiting on Client".
Subject: [#{ticket_number}] We need a little more information
Hi {contact_firstname},
We're looking into your request but need a bit more information to proceed.
{tech_message}
Please reply to this email with the details above. Your SLA timer has been paused until we hear back from you.
Ticket reference: #{ticket_number}
Thanks,
{tech_firstname} at Xzopia
Sent when ticket status changes to "Resolved".
Subject: [#{ticket_number}] Resolved: {ticket_subject}
Hi {contact_firstname},
Your support request has been resolved.
Summary: {resolution_summary}
If you feel this has not been fully resolved, please reply to this email within 5 business days and we will reopen the ticket.
Satisfaction survey: {survey_link}
Thanks for choosing Xzopia,
{tech_firstname}
Sent to the assigned tech when ticket is 1 hour from SLA breach. Internal only — not sent to client.
Subject: ⚠️ SLA WARNING: #{ticket_number} breaches in 1 hour
Ticket #{ticket_number} assigned to you is approaching its SLA deadline.
Priority: {ticket_priority}
Client: {client_name}
Subject: {ticket_subject}
SLA deadline: {sla_deadline}
Time remaining: ~1 hour
Please update or escalate immediately.
Automatically associates incoming emails with the correct client organisation based on the
sender's email domain. Configure under Admin → Client Settings → Email Domains.
Setup for all 70 clients:
contoso.com, contoso.co.uk)Notes:
Configure under Admin → Automation → Ticket Rules.
Triggers on subject line and first body paragraph (case-insensitive).
| Keywords | Priority assigned | Rationale |
|---|---|---|
| urgent, critical, down, cant work, can't work, not working, outage, emergency | P1 | Service impacted immediately |
| slow, degraded, intermittent, error, issue, not responding, failed, broken | P2 | Service impacted but not stopped |
| request, please, when you get a chance, low priority, whenever | P4 | Non-urgent request |
| (no keyword match) | P3 | Default |
Override rule: If ticket type is Maintenance, priority is set to P4 regardless of keywords.
When a P1 ticket is created (by keyword rule or manual assignment):
Twilio integration: Admin → Integrations → SMS → Twilio
Required: Account SID, Auth Token, From number (from Vaultwarden).
Configure under Admin → SLA → Breach Notifications:
If breach occurs with no update:
After ticket closure, send a satisfaction survey: