Support Settings

Support Settings

Configure your helpdesk's general behaviour, portal access, and notification preferences.

General Settings

• Business Name — Shown on the customer portal header.
• Support Email — The reply-from address for outgoing ticket notifications.
• Default Priority — The priority automatically applied to new tickets.
• Auto-close After — Automatically close tickets that have been resolved for a set number of days.

Client Portal

• Enable Portal — Toggle on to allow customers to submit and track tickets via a public URL.
• Portal URL — Your unique portal address (e.g. support.yoursite.com/yourcompany).
• Allow Guest Submissions — If enabled, customers don't need to log in to submit a ticket.
• Custom Welcome Message — Add a short message shown at the top of the portal.

Email Notifications

• Notify on New Ticket — Send agents an email when a new ticket is created in their department.
• Notify on Reply — Alert the assigned agent when a customer replies.
• Customer Confirmation — Send the customer a confirmation email when they submit a ticket.