# To go further

## Tickets categories

Ticket categories are used to classify and organize tickets according to their nature or type of request. They are essential for structuring support and facilitating processing, assignment, and statistics.

<a href="../../configuration/dropdowns/categories" class="button secondary">Go to Categories</a>

## Tickets templates

Using ticket templates, it is possible to customize ticket creation form by masking, pre-defining or making mandatory some fields.

<a href="../../../overview/templates#ticket-templates" class="button secondary">Go to Ticket templates</a>

## Receiver

External tools can interact with assistance module using mail collectors.

Email is used to create tickets and add follow-up to existing tickets. A GLPI internal task will connect to a mailbox and fetch messages.

{% hint style="info" %}
The solution or closure of a ticket are not available via collectors.
{% endhint %}

A mail message will go through the following steps:

* Mail box;
* Collector, configured using [Configure collectors](https://help.glpi-project.org/documentation/modules/configuration/collectors);
* Rules, see [Assigned a ticked opened by mail to an entity](#collectors_rules)
* Business rules, see [Business rules for tickets](https://help.glpi-project.org/documentation/modules/administration/rules/ticketbusinessrules)
* Ticket is created

An answer to a mail coming from GLPI will go through the following steps:

* Mail box;
* Collector ;
* Creation of a follow-up for concerned ticket.

<a href="../../configuration/collectors" class="button secondary">Configure Receiver</a>

## Attached costs

Deduct ticket-related costs in order to stay within the allocated budget

<a href="../ticketmanagement#costs" class="button secondary">Manage costs</a>

## Links between tickets

It is possible to define links between tickets or to mark tickets as duplicates.

<a href="../ticketmanagement#linked-assistance-objects" class="button secondary">Links between tickets</a>

## Processing time

Incidents resolution delays or [SLA ](#user-content-fn-1)[^1]can be configured.

<a href="../../configuration/service_levels" class="button secondary">Configure your SLAs</a>

## Business rules

Business rules can be defined to modify and assign tickets.

<a href="../../administration/rules" class="button secondary">Configure Business rules for tickets</a>

## Administrative closure

Administrative closure moves the status of a ticket from *Solved* to *Closed*.

ITIL best practices recommends a validation of the solution by the ticket requester, who validates that the answer provided by the technician corresponds to the demand. However, if the requester does not fulfill this validation, it is possible to parameterize an administrative closure after a delay which can be configured at entity level (see [Assistance tab](https://help.glpi-project.org/documentation/modules/administration/entities)). If this delay is set to zero, the ticket is automatically closed.

## Satisfaction

You can send out satisfaction surveys to measure your users' satisfaction levels. These surveys can then be analysed using statistics.

<a href="../tabs/satisfaction-survey" class="button secondary">Configure Satisfaction survey</a>

[^1]: Service Level Agreement