Support Settings Overview
Manage queue, email, status, automation, and review rules from one control center to keep the support lifecycle consistent and predictable.
Reaching the Screen
From Support then Tickets, choose Support Settings: {admin}/tickets/settings
What Is on the Screen
Each tab saves its own settings. Switching tabs does not submit changes left unsaved in another tab.
Tasks
Open a specific settings area
- Open Support Settings.
- Choose General, Email Piping, Custom Statuses, Auto Tasks or Reviews.
- The address records the selected tab, so the same area can be bookmarked or shared with another authorized staff member.
Review the support setup
- Check General for access restrictions, default departments and refresh timing.
- Check Email Piping for provider and mailbox connection states.
- Review Custom Statuses and Auto Tasks for rules that affect queue movement.
- Save only the tabs whose values you changed.
Things to Watch
A custom status can be selected by an auto task, while the general restrictions decide whether a ticket can be created at all. Review connected settings together when a ticket does not enter the queue as expected.
Privileges
The Support Settings privilege in the Support group is required to open and save Support Settings, including the menu shortcut and the toolbar buttons on the ticket list. Staff with the Privileges privilege also have access. Ticket Operations alone does not open this screen.
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