Configure

HelpDesk URL : The url where you are installing the helpdesk software. This can be anywhere under the root. A typical installation url will be http://www.yoursite.com/support or http://www.yoursite.com/helpdesk

Max. Posts Per Page: : This option is to control the number of correspondence happened for a ticket. Default value is set as 30, you can increase/decrease this value to have the effect on the view ticket screen for admin/staff/user.

Time between posts: This option is to prevent flooding of tickets in the tickets. This value denotes the time between two subsequent posts by the same user. Thus if you increase this interval, you can effectively control spam postings.

Default Language : In a multi lingual setup where your helpdesk supports more than one language, this option decides which language to be displayed by default. Generally this will be English

Enable User Language Choice: This enables user to select languages if there are more than one languages supported

View Tickets In The Order : This option is to control the order of correspondence occurred on a ticket. Select oldest message first so that the correspondence will be displayed in the ascending order of date[first occurred correspondence will be shown first]. Selecting 'newest message first' will display the correspondence in the descending order of date[last occurred correspondence will be shown first] on the view ticket screen for admin/staff/user.

Allow Automatic Locking of Tickets: If this option is enabled, whenever a staff replies to a newly opened ticket (ie., for the first time), the ticket is automatically locked with the staff who has opened it as its owner. (Once a ticket is locked, only the owner of the ticket can do further operations on it.)

Should Admin Verify Templates: This option can be used for restricting the templates posted by the staff. The templates posted and saved by the staff can be approved by the administrator and only the approved entries will be available for use by the staff.

Should Admin Verify Knowledge Base : Enabling this option, the knowledge base entries posted by staff should be approved by the administrator for the users/staff to view the entries.

Should User/Staff Activities Be Logged : Enabling this option, all activities of user/staff will be logged which could be viewed by the respective activity log section.

Turn Email Piping : Enabling this option[with proper 'email forwarders' set for the department email], users can post tickets by sending emails to the department email address. Disabling this option will prevent users from posting tickets by sending emails even if the 'email forwarders' are set.

Should User be Registered To Post Tickets? : Enabling this option, the users should be registered before posting a ticket.

Should User be Authenticated? : Enabling this option, an email will be send to the registered user with the authentication link.

Should Message Rules be Applied? : Enabling this option, the ticket should be assigned to a particular staff as the ticket title matching the rules.