How to Configure HelpDesk Global Settings

Introduction

This guide will show you how to configure HelpDesk global settings in Easy8. Global settings control overall HelpDesk behavior, including ticket creation, permissions, templates, SLA settings, and automatic assignments. By following these steps, you will set default rules that affect all HelpDesk projects in your system.

Target Audience

Administrator

Prerequisites

Before starting, ensure you have:

Administrator access to Easy8.
A clear understanding of how your company handles client support.

How to Configure HelpDesk Global Settings

Step 1: Open HelpDesk Settings

Go to Global menu >> HelpDesk >> HelpDesk Settings.
You will see global settings available for configuration.

Step 2: Configure Ticket Creation Options

Default Tracker: Select which tracker will be assigned to newly created tickets (e.g., Incident, Question).
Default Priority: Set default priority for new tickets (e.g., Normal, High).

Tip: These defaults apply when a new ticket is created and no specific processing rules override them.

Step 3: Configure Mail and Notification Settings

Auto-assign Tickets: Define if tickets should be automatically assigned to specific users based on rules.
Default Email Template: Set which email template is used by default if no specific one is assigned per tracker or status.
Sender Mailbox: Choose which mailbox will send emails when none is selected manually.

Step 4: Configure SLA Settings

SLA Restart After Client Reply: Enable or disable automatic SLA timer restart when a client responds to a ticket.

Tip: Restarting SLA on reply helps you measure support reaction time more precisely when clients continue the conversation.

Step 5: Other Important Global Options

Allow Mail Communication for Anonymous Users: Enable if clients without an Easy8 login can send emails and create tickets.
Allow Ticket Status Change by Email: Control whether status changes can happen automatically based on incoming emails (such as 'closed by client' behavior).

Troubleshooting

Issue	Solution
Wrong tracker assigned to tickets	Check the Default Tracker setting in HelpDesk global settings.
No email sent after ticket creation	Verify Default Email Template and mailbox settings.
SLA timers not restarting after client reply	Make sure SLA Restart option is enabled.

Conclusion

You have successfully configured HelpDesk global settings in Easy8. These settings control how your HelpDesk projects behave and improve client communication consistency across the system.