Ticket Utilization

Features

• Monitor the current utilization of your support systems and inform users about potential waiting times.
• Set warning levels that trigger customizable messages when ticket capacity reaches certain thresholds.
• Configure global open ticket limits for each system (Modmail and Ticket System).
• Override utilization settings per ticket topic for more granular control.

Setup

• Visit the Ticket Utilization page in your dashboard.
• Configure the available options.
• Optionally, configure per-topic settings to override global limits.
• Configure messages to inform users about the current utilization.

Configuration

Main configuration

Field	Description
Enable ticket utilization	Enables or disables the ticket utilization feature.
Warning level 1 limit	The utilization percentage at which warning level 1 is triggered (1–100).
Warning level 2 limit	The utilization percentage at which warning level 2 is triggered. Must be higher than the warning level 1 limit. Requirement Only available if the warning level 1 limit is not set to 100.
Global Modmail open ticket limit	The maximum number of Modmail tickets that can be open at the same time. Requirement Only available if Modmail is enabled.
Global Ticket System open ticket limit	The maximum number of Ticket System tickets that can be open at the same time. Requirement Only available if the Ticket System is enabled.

Ticket Topics

For each ticket topic (in both Modmail and the Ticket System), you can override the global utilization settings.

Field	Description
Disable ticket utilization for this topic	If enabled, this topic is excluded from the utilization calculation.
Override ticket open limits for this topic	If enabled, you can set a separate open ticket limit for this topic. Requirement Only available if "Disable ticket utilization for this topic" is not enabled.
Open ticket limit for this topic	The maximum number of tickets that can be open for this topic. Requirement Only available if "Override ticket open limits for this topic" is enabled.

Advanced message configuration

These settings are configured separately for each enabled system (Modmail and Ticket System).

Field	Description
Send level 1 utilization message	If enabled, a message is sent to users when the utilization reaches warning level 1.
Level 1 utilization message	This message is sent when the utilization reaches warning level 1. Requirement Only available if "Send level 1 utilization message" is enabled.
Send level 2 utilization message	If enabled, a message is sent to users when the utilization reaches warning level 2. Requirement Only available if the warning level 1 limit is not set to 100.
Level 2 utilization message	This message is sent when the utilization reaches warning level 2. Requirement Only available if "Send level 2 utilization message" is enabled.