Where

Support & Knowledge › Support settings

Who

Anyone allowed to change the support settings.

The screen has seven views. Press one to open it.

View	What it holds
Lists	The Departments, Priorities, Statuses and Services a ticket can have, and the general settings.
SLA policies	The promises: how fast a ticket must get a first answer and a solution.
Macros	Several changes to a ticket done with one press.
Predefined replies	Ready answers to put into a reply.
Automation rules	What the system does by itself when something happens to a ticket.
Spam filters	What is kept out of the ticket list.
Help centres	The public pages where customers read your articles.

Support settings, Lists: departments, priorities, statuses, services and the settings

The lists

Press + New department, + New priority, + New status or + New service.

Fill in the name and save it.

A department that Asks for the environment makes the customer say which operating system and browser they use. A status can be one that Counts as resolved, one that Customers can rate, and one that Closes when nobody replies.

The settings

Setting	What it decides
Ask the customer to rate a closed ticket	Whether a closed ticket asks the customer for a rating.
A viewer stops counting as present after	How long somebody is shown as looking at a ticket after they stop.
Default response promise	The minutes allowed for a first answer when no policy says otherwise.
Default resolution promise	The minutes allowed to solve a ticket when no policy says otherwise.
On the portal, a contact sees only their own tickets	Whether a contact sees their company's other tickets on the portal.
Close a ticket after this many hours without a reply	When a ticket that waits for the customer closes by itself.

Press Save changes after you change a setting. A setting marked Using the default has not been changed for this company.