# General Support Settings

https://docs.wisecp.com/es/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 Blacklisted**: Stops blacklisted clients from creating support tickets.
- **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.
- **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.
- **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 blacklist, 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.

## Things to Watch

> **Restrictions are cumulative**
> 
> A verified client can still be blocked for having no service or for being blacklisted. 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)