General Support Settings

98 vues Markdown

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 FirstPlaces either the oldest update first, which is recommended for working a queue fairly, or the newest update first.

Client GroupOptionally places tickets from one client group at the top of the queue.

Ticket ClaimingOn 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 RestrictionLimits staff to tickets assigned to them.

Block BlacklistedStops blacklisted clients from creating support tickets.

Block Without ServiceStops clients with no service from creating a ticket.

Allow Guest TicketsOn 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 BlockPrevents ticket creation until the client account has been verified.

Support PINOn 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 DepartmentThe primary route for technical and sensitive or encrypted conversations.

Billing DepartmentThe primary route for invoice, payment and financial questions.

Listing CountTickets per page, from 1 through 100.

Refresh ListAutomatic queue refresh interval, from 5 through 300 seconds.

Tasks

Protect ticket ownership

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

Limit who may open tickets

Enable the blacklist, service or account-verification restrictions that fit the support policy.
Leave Allow Guest Tickets off when every conversation must belong to a signed-in client.
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.

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