Help Desk Recalculate Tickets Options in Administration

Introduction

This reference describes the available options under Administration > Help Desk Settings > Recalculate Tickets. These settings define how the system processes ticket status, sender behavior, SLA tracking, and whether tickets are resolved internally by the support team.

Target Audience

Administrator

Definition of Recalculate Tickets Options

Sender

Option	Description
Current logged user	Uses the user currently logged in as the sender of help desk replies.
Default from mail notification	Uses the default address configured for system notifications.
Default from mail notification with metadata	Includes additional tracking metadata in the sender address (if supported).
Mailbox address	Uses the original mailbox address connected to the Help Desk. This does not change the reply-to address.

Behavior Settings

Setting	Description
Enable updating task attributes	Allows the system to automatically update task fields (e.g., status or priority) during ticket processing.
Allow to set priority on task creation	Enables incoming messages or templates to assign priority directly at task creation.
Ignore CC of received emails	Ignores any CC recipients included in the original email message.
Allow custom sender (per project)	Lets each Help Desk project specify a different sender address.

SLA Behavior

Setting	Description
Change status after client's response to	Defines the ticket status it should switch to automatically after a client replies (e.g., Returned by client).
Suspend SLA for ticket when status is	Select statuses that will pause SLA tracking (e.g., On client).
Count SLA for ticket when status is	Choose statuses that should be considered as active for SLA countdown (multiple values can be used).
Create SLA events from all statuses	If enabled, SLA tracking events will be triggered regardless of the current ticket status.

Resolved by Support Settings

Setting	Description
Support department members	Dropdown to define who qualifies as internal support team members for SLA resolution purposes.
Ticket can have any subtask	Tickets will be marked as resolved even if they include subtasks.
Ticket can have any related task	Allows resolution if there are related tasks that remain open.

Usage Notes

Use status and SLA mappings to align SLA timing with actual workflow conditions.
Resolved by Support criteria help track which tickets are solved internally without escalation.
Always test sender options to ensure email delivery and reply routing work as expected.

Examples

Pausing SLA for tickets marked as "On client" and resuming when status changes to "In progress".
Letting subtasks and related issues remain open while marking the main ticket as resolved.