Getting Started
First Time Setup
Getting Started With Jobs
Getting Started with Ticketing
Setting Sonar up for Billing
Getting Started with Accounts
Getting Started with Inventory
Baseline Configuration
User Specific Resources
Accounts
Account Types: Overview & Example Use Cases
Account Statuses: Overview & Example Use Cases
Account Management View: Overview
Scheduled Events: Overview & Use Cases
Notes & Tasks: Best Practices & Use Cases
Child Accounts: Best Practices & How Tos
Disconnecting an Account
Account List View: Overview
Lead Intake Form Processing
Account Groups: Overview & Example Use Cases
Serviceable Addresses: Overview and Usage
Creating a New Account
Billing
Setting up Bank Account & Credit Card Processors
Billing Settings
Billing Defaults
Taxes Setup
General Ledger Codes: Overview
Services: Overview
Building a Data Service
Building Packages
Delinquency Billing Best Practices
Accounts in Vacation Mode
Batch Payments & Deposit Slips: Overview
Creating Discounts for Services and Packages
Canadian ACH tool
Printed Invoice Batches: Overview
Delinquency Exclusions: Overview and Use Cases
Multi-Month Billing & Multi-Month Services
Email Invoice Batch: Overview
Manual Transactions
ACH Batching: Overview
Billing Calculator
Proration Calculator
Usage Based Billing Policies: Overview and Usage
Usage Based Billing Policy Free Periods: Overview and Usage
Communication
Setting up an Outbound Email Domain
Triggered Emails: Setup
Call Logs: General Best Practices
Using the Mass Email Tool
Email Messages: Example Content
Email Categories: Overview & Use Cases
Email Variables & Conditions
Trigger Explanations
Companies
Financial
Contract Templates
Invoice Attachment Use Cases & PDF Examples
Invoice Messages: Overview & Use Cases
FCC Form 477: General Overview and Usage
Invoices in Sonar: Examples, Creation & Contents
Integrations
Inventory
Setup of Inventory: Manufacturers, Categories, and Assignees
Inventory List View: Overview
Inventory Model Management: General Overview
Tracking and Using Consumable Inventory
Jobs
Job Types: Best Practices
Setting Up Schedules General Overview
Applying Task Templates to Jobs
Example Jobs & Templates
Geofences: Overview
Jobs and Scheduling: Overview
Mapping
Misc.
Monitoring
Building a Monitoring Template
Pollers: General Overview, Deployment Strategy, Build Out & Setup
Building Alerting Rotations
Networking
IP Assignments & Sonar
MikroTik: Setting Up a Sonar Controlled DHCP Server
Setting Up a DHCP Batcher
IPAM: Basic Setup
MikroTik as an Inline Device: Integration With Sonar
MikroTik: Controlling Speeds
MikroTik: Controlling Access
Setting Up CoA Proxy
RADIUS: Building Reply Attributes
Data Usage Available Methods
Pulse, Polling, and PHP
MikroTik: Creating a Self-signed Certificate for use in API-SSL
IPAM: Overview
LTE Integration
Sonar Flow
RADIUS: Build-Out & Integration with Sonar
Network Dashboard: Overview
Being Cloud Native
Building a Device Mapper
Sonar IP Addressing
Automating IP Assignments, Data Rates, and Network Access in Sonar
Network Sites: Overview
Building RADIUS Groups
Building Address Lists
Finding your OIDs
Security
User Role Creation & Best Practices
Removing a Terminated Employee In Sonar
Password Policy In Depth
Application Firewall: General Overview and Best Practices
Users: Overview
Role Creation using GraphiQL
System
How to Best Use Global Search
How Your Data is Backed Up
How To Use GraphiQL to Understand the Sonar API
Frequently Used Terms
Sonar's Rich Text Editor
Mutations in the Sonar API
API Calls Using Third Party Applications - Personal Access Tokens
The New Sonar API
A Deeper Dive into the new Sonar API
Consuming the Sonar API
Filtering: Simple vs Advanced
API Wrappers for V1 Compatibility
My Info: Your Personal User Settings
Customizing your Customer Portal
Release Notes
Reporting
Ticketing
Ticketing: Overview
Canned Replies Examples & Templates
Canned Reply Categories
Inbound Mailboxes Example Build
Ticket Categories Best Practices & Example Build
Ticket Groups To Consider
Using Parent Tickets
How to Integrate Inbound Mailboxes with Slack
Advanced Ticketing Features
Accounting with Sonar
Working With the Sonar Team & Additional Resources
Table of Contents
- All Categories
- Ticketing
- Advanced Ticketing Features
Advanced Ticketing Features
Updated
by Mitchell Paul-Soumis
Read Time: 3 mins
In the Ticketing: Overview article we covered the basic features and usage of the Ticketing page in Sonar. In this article, more advanced features will be showcased, including where to find them, what they look like to an administrator or to users, and how best to leverage these features to simplify your actions in the ticketing interface.
Mass Editing Tickets
The process of editing individual tickets was covered in the Ticketing: Overview article, however, it can also be taken a step further. Mass editing tickets allows you to select a group of tickets and make changes that will occur on each of them. In order to initiate a Mass Edit of your tickets, simply check the box next to each ticket you wish to edit:

With each box that gets checked, the ticket name will be added to a banner at the bottom of the page:

Once you've selected all the tickets you want to edit, click on the edit button located at the end of the banner:

If you've read through the Inventory List View: Overview article, the "Edit" modal that shows up will appear to be very familiar.

This Ticket Editing modal has a number of fields:
- The Entity selector allows you to modify the Account or Network Site the ticket is assigned to.
- The Status selector allows you to modify the status of all the tickets you've selected for mass modification. You can choose between:
- Closed
- Open
- Pending (External)
- Pending (Internal)
- The Priority selector allows you to modify the priority of all selected tickets. You can select from:
- Critical
- High
- Low
- Medium
- The Due Date selector allows you to set a specific date that all selected tickets are due by.
- This section will list all tickets that will be edited by these changes. Once the "Edit Tickets" modal is open, you can no longer remove or add tickets.
Unlike Using Parent Tickets, Mass Editing tickets doesn't allow you to add comments or details concerning why changes are being made. The changes are simply made, and will only appear in the logs of each ticket.
Prevent Tickets from Reopening after X days
In previous sections and articles surrounding the Ticketing feature of Sonar, manually managing tickets has always been the only way of controlling their behavior. Whether on an individual basis or in bulk, replies, assignments, and closing the ticket all needed to be initiated by a user. Sonar does provide a small measure of automation in managing the path for tickets that have been closed and receive a new reply.
The default behavior will be to reopen the ticket and have the new reply appended to the existing message history. This will occur indefinitely, as long as the original subject line remains in place. By following the below directions, you can configure this behavior to place a limit on how these reopened tickets should be handled:
- Go to Settings
- Expand the Ticketing section
- Click on General

This will allow you to modify the number of days a closed ticket needs to stay closed before a new reply will not re-open the ticket.
With this setting configured, new emails received in existing ticket chains will create new tickets, rather than appending the new reply to an existing ticket and reopening it.
When this is useful
Controlling how and when tickets can be reopened by a customer is useful in managing unrelated issues. There are always certain customers who will continue to default back into using the email they've previously received. This can mean tickets being reopened months later simply because it was the most convenient way for the customer to reach your team, even when the new cause for contact is unrelated to the original one.
By forcing new tickets to be opened after a certain number of days, you enable each conversation to be on-topic and simplify the process of troubleshooting or resolving the issue at hand, as the ticket is free of any cumbersome history.