Introduction
This reference explains the configuration options available under Administration > Help Desk. These settings control sender behavior, ticket automation, SLA rules, and support resolution logic.
Target Audience
- Administrator
Definition of Help Desk Settings Options
Sender
| Name | Description |
|---|---|
| Current logged user | The current user sending the message is used as the sender. |
| Default from mail notification | Uses the system's default notification sender. |
| Default from mail notification with metadata | Same as above, but includes metadata headers. |
| Mailbox address | Uses the mailbox address associated with incoming Help Desk emails. |
Info
The selected sender option does not affect the <strong>reply-to</strong> address that clients will respond to. That is managed separately through mailbox configuration.
SLA and Ticket Behavior
| Name | Description |
|---|---|
| Change status after client’s response to | Select the status a ticket should switch to automatically when a client replies. |
| Suspend SLA for ticket when status is | Choose which status suspends SLA countdown (e.g., “On client”). |
| Count SLA for ticket when status is | Define which statuses should count toward SLA tracking (multiple can be selected). |
| Create SLA events from all statuses | When enabled, SLA events will be created regardless of the current status. |
Task Options
| Name | Description |
|---|---|
| Enable updating task attributes | Allows automatic updates to task fields when emails are received. |
| Allow to set priority on task creation | Enables setting a task’s priority directly upon creation. |
| Ignore CC of received emails | When checked, ignores CC'd recipients on incoming emails. |
| Allow custom sender (per project) | Lets each project define a unique sender address. |
Resolved by Support Settings
| Name | Description |
|---|---|
| Support department members | Dropdown to select who qualifies as support team for resolution tracking. |
| Ticket can have any subtask | A resolved ticket may still contain subtasks. |
| Ticket can have any related task | A resolved ticket may still have related tasks. |
Usage Notes
- Use status triggers to automate Help Desk ticket flow and align with SLA rules.
- Allow custom sender (per project) is useful for multi-brand or multi-client scenarios.
- SLA logic works best when statuses are properly mapped to real workflow.
Notice
“Suspend SLA” and “Count SLA” status selections control whether SLA timing is active. Misconfiguring them may cause SLA breaches to go undetected or miscalculated.
Examples
- Changing ticket status to “Returned by client” when a customer responds.
- Suspending SLA when ticket is waiting for client confirmation.
