# General Support Settings

https://docs.wisecp.com/ar/general-support-settings

Set queue order, client access gates, default departments, and refresh timing in one place so tickets enter the right team and a manageable workflow.

## Reaching the Screen

Open **Support Settings** and choose **General**: `{admin}/tickets/settings?tab=general`

## What Is on the Screen

One form groups queue ordering, client access gates, default department routing and list-size controls. Saving applies the complete General form together.

## Fields

- **Show First**: Places either the oldest update first, which is recommended for working a queue fairly, or the newest update first.
- **Client Group**: Optionally places tickets from one client group at the top of the queue.
- **Ticket Claiming**: On by default. Prevents multiple staff members from replying to the same ticket at the same time: a ticket has to be claimed before its reply editor opens. Turning it off opens the editor for every staff member straight away, with no claim step.
- **Staff Ticket Restriction**: Limits staff to tickets assigned to them.
- **Block Without Service**: Stops clients with no service from creating a ticket, on the client area form and through the client API alike. A client whose services are all cancelled or expired counts as having none.
- **Allow Guest Tickets**: On by default. Lets visitors open a ticket with a name and email address, then view and reply through a secure link sent by email. While it is off, ticket emails to those senders leave out the button that opens the ticket.
- **Ticket Block**: Prevents ticket creation until the client account has been verified.
- **Support PIN**: On by default. Gives every client account a six-digit code that staff ask for before acting on a phone or chat request. Turning it off removes the code from the client area, the client record and Smart Search.
- **Require Related Service**: Departments where a client who has a service must choose the related service when opening a ticket, on the client area form and through the client API alike. A client with a single service finds it already selected. Guests, clients without a service and tickets opened by staff are not affected. Leave the list empty to turn it off.
- **Technical Support Department**: The primary route for technical and sensitive or encrypted conversations.
- **Billing Department**: The primary route for invoice, payment and financial questions.
- **Listing Count**: Tickets per page, from 1 through 100.
- **Refresh List**: Automatic queue refresh interval, from 5 through 300 seconds.

## Tasks

### Protect ticket ownership

1. Enable **Ticket Claiming** to signal and guard active work.
2. Enable **Staff Ticket Restriction** when staff should see only assigned tickets.
3. Save the General tab. The queue and detail screens now apply the ownership rules.

### Limit who may open tickets

1. Enable the service or account-verification restrictions that fit the support policy.
2. Leave **Allow Guest Tickets** off when every conversation must belong to a signed-in client.
3. Save the settings. New ticket attempts are checked against the selected gates.

### Ask which service a ticket is about

1. In **Require Related Service**, select the departments where the service matters, such as technical support.
2. Save the settings. In those departments the client area form marks the service field as required and shows an error if it is left empty.

## Things to Watch

> **Restrictions are cumulative**
> 
> A verified client can still be blocked for having no service. Turning on several gates means the client must pass all of them.

> **Assigned-only changes the visible queue**
> 
> When Staff Ticket Restriction is enabled, unassigned tickets can disappear from ordinary staff queues until responsibility is assigned through an unrestricted account or another workflow.

> **Turning off the Support PIN does not delete the codes**
> 
> The codes leave the screens but stay on the accounts. Switch it back on and clients see their old code again.

## Privileges

**Ticket Operations** is required to view and save these settings.

## Related Screens

- [Tickets]({admin}/tickets)
- [Departments]({admin}/departments)