New Help Desk Project Settings Options in Administration

Introduction

This reference explains all configuration options available when adding a new Help Desk project in Administration > Help Desk > All Help Desk Projects > Add Project. These settings define how the Help Desk will operate for that specific project, including SLA behavior, mail routing, and alerts.

Target Audience

Administrator

Definition of Help Desk Project Settings

Project Selection

Name	Description
Project	Select the project where Help Desk settings will apply. This is a required field.

Mails, Domains, Keywords Processed into this Project

Name	Description
Keyword for project	Assigns incoming emails to this Help Desk project if the subject contains a defined keyword (case-sensitive).
Add mail or domain	Allows adding specific email addresses or domains to route emails directly to this project.

Contractual Help Desk Monthly Hours

Name	Description
Contractual Help Desk monthly hours	Set a monthly hour limit for contractual support.
Aggregated Help Desk hours	If checked, hours are calculated across all related Help Desk projects, not individually.

SLA Settings – Priorities, Time to Solve a Ticket

Name	Description
Copy SLA settings from project	Import SLA settings from another project to reuse configurations.
Reset SLA after task is reopened	When enabled, SLA countdown will restart if a previously closed ticket is reopened.
Add SLA	Opens SLA configuration options for this Help Desk project.

Mail Settings – Header and Footer

Name	Description
Change header for this project?	Customize the email header for messages sent from this project.
Change footer for this project?	Customize the email footer for messages sent from this project.

Alerts Settings

Name	Description
Monitor support tickets due date	Sends an email notification if a ticket exceeds SLA due time.
Monitor support tickets spent time	Sends an alert if the time spent on tickets exceeds monthly prepaid hours.

Lists Below the Alert Settings

Section	Purpose
List of alerts which need to have a recipient set	Displays alerts that exist but are not assigned to any recipients. Action may be required.
List of configured alerts	Shows all currently configured alerts for this project, already linked to recipients or conditions.

Usage Notes

Use keywords and email domains to ensure incoming requests are routed to the correct project.
SLA and alert settings help enforce service level commitments and contract limits.
Headers and footers can be personalized to reflect project-specific branding.

Examples

Assigning “support@clientdomain.com” as a domain to automatically route requests into the appropriate Help Desk project.
Copying SLA logic from another client to maintain consistency across support tiers.