# Customer Service Settings

## Overview

**Customer Service Settings** is where all configuration for the Customer Service module lives — ticket types, update types, and ticket visibility rules.

> 💡 The settings below (Client Updates Types, Unit Updates Types, Delivery Updates Types, and Ticket Types) were moved here from General Settings into their own dedicated Customer Service Settings section.

[![Settings.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/scaled-1680-/settings.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-07/settings.png)

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## Update Types

<table id="bkmrk-setting-used-by-clie"><thead><tr><th>Setting</th><th>Used By</th></tr></thead><tbody><tr><td>**Client Updates Types**</td><td>The **Type** dropdown on the Clients Updates Create form.</td></tr><tr><td>**Delivery Updates Types**</td><td>The **Type** dropdown on the Delivery Updates Create form.</td></tr><tr><td>**Unit Updates Types**</td><td>The **Type** dropdown on the Units Updates Create form.</td></tr></tbody></table>

Each is managed as a tag list — add or remove values directly from the settings screen.

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## Ticket Types

Click **+ Add New Ticket Type** to create a new type. Each ticket type has the following configuration:

<table id="bkmrk-field-description-ty"><thead><tr><th>Field</th><th>Description</th></tr></thead><tbody><tr><td>**Type Name**</td><td>The name of the ticket type (e.g., Type1, Complaint, Maintenance Request).</td></tr><tr><td>**Type Manager Email**</td><td>The email notified for tickets of this type.</td></tr><tr><td>**Time (Hours)**</td><td>The expected resolution/response time, in hours, for this ticket type.</td></tr><tr><td>**Assigned Users**</td><td>The users assigned to handle tickets of this type.</td></tr><tr><td>**Send Email On Creation**</td><td>When checked, an email is sent automatically whenever a ticket of this type is created.</td></tr><tr><td>**Delete**</td><td>Remove the ticket type.</td></tr></tbody></table>

Click **Update** to save changes.

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### Tree-Based Visibility

Visibility follows the **user hierarchy tree**.

- A user sees only the tickets assigned to them.
- A **parent user** (manager) can see all tickets assigned to any user below them in the hierarchy tree.
- If you are not in someone's hierarchy chain, you cannot see their tickets.

> 💡 **Example:** If User A is a parent of User B, User A can see all of User B's tickets. But if User A and User C are peers (no hierarchy between them), User A cannot see User C's tickets.

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### Ticket Type-Based Visibility

Visibility is controlled by **Ticket Type** instead of hierarchy.

- Each Ticket Type has a list of **Assigned Users** (configured in the Ticket Types section above).
- When a ticket is created under a specific Ticket Type, all users assigned to that Ticket Type can see it — regardless of where they sit in the hierarchy.
- A user can be assigned to multiple Ticket Types and will see tickets from all of them.
- A user **cannot** see tickets that belong to a Ticket Type they are not assigned to.
- Tree-Based Visibility is disabled when this mode is active.

> 💡 **Example:** "Legal" is a Ticket Type with Users X and Y assigned. Any ticket created under "Legal" will be visible to both X and Y — even if they have no hierarchy relationship with whoever created the ticket.

> ⚠️ If you switch from Tree-Based to Ticket Type-Based Visibility, any ticket previously assigned to a user who is not in that ticket's Type will remain visible only to that assigned user — and will not appear to the Type's assigned users until the ticket is reassigned to someone who belongs to the correct Ticket Type.