Field |
Description |
Custom
Settings |
Language
Pack |
You
can use this option to translate your support
desk to another language. English and Russian
are available by default but you can translate
the support desk into any other foreign language.
Check out the Translate section of the support
desk install guide to get more information. |
Allow
users to choose password |
Check
this box if you want your users to have the option
of choosing their own password. |
Assign
all tickets to default department
OR
Allow
user to select desired department |
Selecting
one of these buttons allows users to choose a
specific department they want to submit their
ticket or the default department. |
Give
users option to un-subscribe in profile |
When
this box is checked, users have the option of
un-subscribing from your support desk on their
profile. |
If
you would like to blacklist certain emails then
click here. |
Clicking
this link will redirect you to the area where
you can blacklist emails. |
If
you would like to blacklist certain IP's then
click here. |
Clicking
this link will redirect you to the area where
you can blacklist IP's. |
Allow
attachments from users |
Select
from the drop down whether you want users to attach
documents when submitting tickets. |
Allow
attachments from staff |
Check
this box if you want your staff to attach documents
when responding to tickets. |
Enable
pop email capabilities |
Check
this box to enable pop email capabilities. |
Allow
new users to register from login page |
Users
can register to your helpdesk from the login page
if this box is checked. |
Users
can rate support tickets |
Check
this box to give user the ability to rate support
tickets. |
Allow
admin to add additional emails to profile |
Checking
this box allows your admin to add additional emails
on users profiles. |
Allow
users to add additional emails to profile |
Checking
this box allows users to add additional emails
to their profile. |
Show
pending tickets in the main ticket area |
If
this is not checked, when the staff views the
tickets on the main page in the main area they
will not see pending tickets and only the open
tickets will be listed. To view the pending tickets,
they will have to click on a special link. This
is used if you do not want to mix pending and
open tickets in the main area. |
Validate
the email for new tickets |
Check
this box if you to validate the email of new tickets. |
Enable
natural language search in the KB |
This
allows users to use plain English formatted searches
for the article database |
Allow
HTML Editor |
This
option turns the HTML editor on and off for the
article database |
When
staff respond to ticket via help desk have the
status be |
From
the drop down, select what status you want for
the ticket after your staff responds to it via
help desk. By default the status closed is selected
but you have two other options; open and in progress. |
When
staff responds to ticket via email have status
be |
From
the drop down, select what status you want for
the ticket after your staff responds to it via
email. By default the status closed is selected
but you have two other options; open and in progress. |
Staff
emails from support system should be from |
Set
the email address you want users to see when staff
respond/contact users via support system. |
Show
last five articles on home page |
Check
this box if you want to show the last five articles
on your support desk home page. |
Priority
Settings |
By
default there are three priorities setup for your
help desk which are low, medium and high, however
you may customize these priorities and add additional
priorities. You have the option of having emails
sent to specified emails based on the priority
of the ticket. In addition, you can set the help
desk to scan the subject of your support tickets
for certain keywords and based upon these keywords
override the selected priority. By default your
user will be able to choose the priority of their
help tickets, but if you do not want users to
be able to select the priority then the priority
will be set to whatever you have set for the default
priority. In addition, any tickets that come in
via email will automatically be set to the priority
of what you set for your default priority. To
modify priorities go to the Priority Management
Area. |
Spam
Protection Settings |
Enable
CAPTCHA Spam Protection |
This
option allows you to use CAPTCHA fields at the
bottom of pages to prevent spam |
Use
custom font for CAPTCHA (enter path) |
This
is where you enter the size of your CAPTCHA Font |
Jitter
(between 0 and 255, the more is the higher) |
This
determines the amount of jitter, you should make
sure your CAPTCHA can be read if you turn this
up |
Color
Jitter (between 0 and 255, the more is the higher) |
This
determines the amount of color jitter, you should
make sure your CAPTCHA can be read if you turn
this up |
customer
support software
