From the administration control panel, you can adjust many settings for your online help desk. To access these settings, click Manage Settings.
From the settings screen shown here, you can customize settings such as user registration, allowing attachments, and staff ratings. You can also select whether the admin or users are allowed to add additional contact e-mails to their profile.
By clicking the links shown here, you can add e-mail and IP addresses to your blacklist so that they will not be able to access your help desk.
By default, there are 3 priorities for tickets: high, medium, and low. In the screen shown below you can select whether users will set their own priority for their tickets, or whether it will be assigned to the default priority (defined by you). To view the Priority Management Area, click the link shown below.
In the Priority Management Area, you can edit the ticket priority options. By default, low, medium, and high are on the list. They cannot be deleted, but you can change their names and other settings. You can also add additional priorities if you wish.
When adding or editing a priority, you can set its name and display order. If you want a special e-mail sent out to staff members whenever a ticket is submitted at this priority, enter the recipients' addresses and the contents of the message. You can also set the system to automatically scan the subject of tickets entered for keywords, and if any of the keywords are found, then the message will be given this priority. Finally, you can set this to be the default priority.
