The settings screen is where you can make changes to your company name, billing email, and other settings
Company Name
The company name is what's shown everyone in the system, include outgoing emails.
Billing Email
This is the email you provided when signing up and at first is also your admin user email. But you can change it at any time. This email will get billing reminders 7 days before your next payment is due to be charged.
Allow users to submit tickets for someone else
This setting determines if users are allowed to submit tickets on behalf of other users. This will allow them to search for anyone in your system and assign the ticket to them instead.
Show KB article suggestions when users create new tickets
If enabled, KB articles will be suggested when users create new tickets. Suggestions will be based on keywords in their brief description compared to words in your KB articles
Branding
This section is where you can use your own logo and primary color.
Helpful Links
The ticket screen that all uses see has a list of helpful links above or below it. This is where you can manage that list.
Statuses
You can create custom statuses in addition to the system-required statuses. The system statuses can not be changed as they are used for ticket automation.
System Statuses
- Closed - Used to determine if a ticket is complete. This status is set automatically if department auto-close is enabled and the user has not responded in the set amount of days
- End User Responded - This status is set automatically every time the ticket submitter responds to a ticket, either throught the ticket system, or an email reply.
- New - This is the initial status of all newly created tickets
- Waiting On Customer - This status is set automatically when an owner of a ticket responds
- Waiting Overdue - This status is set automatically if department auto-reminder is enabled and the user has not responded in the set amount of days
Custom Statuses
You can use the Add button on top of the status list to create your own statuses. At any point you can also edit, or remove your custom statuses.