Help Desk Project Settings Edit Options in Administration

Introduction

This reference describes the editable settings available when modifying an existing Help Desk project under Administration > Help Desk > All Help Desk Projects > Edit. These options let you refine how tickets are assigned, SLA rules are enforced, and how incoming mail is handled.

Target Audience

Administrator

Definition of Help Desk Project Edit Options

Project and Mailbox Configuration

Name	Description
Project	Select which project this Help Desk configuration belongs to.
Default for mailboxes	Assign this Help Desk project as default for selected mailboxes.
Tracker	Select the tracker type for created Help Desk tasks (e.g., Ticket).
Assignee	Default assignee for tickets created from this project’s Help Desk.
Fill email to from	Specifies which user or group receives notifications. May be used for response routing.

Coworkers and Groups

Name	Description
Coworkers	List of specific users involved in the Help Desk project.
Groups	User groups assigned to this Help Desk project.

Automatic Ticket Updates

Name	Description
Enable automatic ticket updating?	Enable to let the system update tickets automatically based on email replies.
In status	Status the ticket must be in to allow updating (e.g., On client).
And there is no update within	Time condition in minutes/hours after which the update rule applies.
Send email from template	If enabled, a template-based email is sent during automatic updates.
Change ticket fields	Specifies what changes to apply (e.g., Status, Assignee).

Mail, Domain, Keyword Rules

Name	Description
Keyword for project	Used to assign incoming email to this project if keyword is found in the subject.
Mail or domain	Defines email addresses or domains for routing emails to this Help Desk project.

Mail Settings – Header and Footer

Name	Description
Change header for this project?	Allows you to define a custom email header for notifications sent from this Help Desk project.
Change footer for this project?	Allows you to define a custom email footer for this project’s messages.

Alerts Settings

Name	Description
Monitor support tickets due date	Sends a notification if a ticket’s SLA period is violated (not solved within time limit).
Monitor support tickets spent time	Sends a notification if total ticket time spent exceeds the monthly support hour limit.

List of Alerts That Need a Recipient Set

These alerts exist but will not work unless at least one recipient is assigned. Typical examples include:

Warning: Helpdesk – monitor support tickets due time (manager)
Alarm: Helpdesk – monitor support tickets due time (manager)
Warning: Helpdesk – monitor support tickets prepaid hours
Alarm: Helpdesk – monitor support tickets prepaid hours
Alarm: Helpdesk – monitor support tickets hours to response

List of Configured Alerts

These alerts are properly set and linked to specific recipients, such as:

Warning: Helpdesk – monitor support tickets due time (assignee)

Contractual Monthly Hours

Name	Description
Contractual Help desk monthly hours	Monthly support hours allocated under the contract.
Remaining Help desk hours	Tracks how many hours are left from the contract.
Aggregation start	Defines the starting date for hour aggregation.
Aggregated period	Select the aggregation method (e.g., Quarterly).

SLA Settings – Priorities and Timing

Each SLA rule can be configured with the following:

Field	Description
Name of SLA	The name for each SLA rule, shown in reports and internal settings.
SLA keyword	If present in the subject, triggers this SLA rule automatically.
Priority	Sets the priority level for the rule (Urgent, High, Normal).
Hours to respond	Time limit for starting work (first status change).
Hours to solve	Time limit to resolve the ticket (final closed status).

There are individual SLA rules for:

Email generated ticket – Urgent, High, Other
Internally created ticket – Urgent, High, Normal

Usage Notes

Use keywords and domains to automate ticket routing from incoming emails.
Configure SLA based on client contracts and ticket source (email or internal).
Enable automatic updating to help agents manage follow-ups on idle tickets.

Examples

Setting a 4-hour response SLA for urgent email tickets with keyword “urgent”.
Routing tickets from support@client.com to the “Client Helpdesk Project”.