Helpdesk settings

A map of everything under All Settings.

Click the gear icon, or Settings in the left menu. Type in the search box to find anything.

General

Preferences: ticket numbers, emails to customers, reopening, closing by itself, ratings, spam and reply review
Departments & teams, with a signature for each department
Statuses: your own words, grouped as open, on hold and closed
Business hours & holidays
Time & billing: your rate an hour

Tickets

Ticket templates and Saved replies
Custom fields, including formula, lookup and encrypted fields on the plans that include them
Layout & validation rules and Custom modules
Import - see Move from another help desk

Channels

Email addresses, Web forms, Messaging & phone and Live chat.

Self-service

Help centres, Help centre sign-in, Guided conversations and Smart help & AI.

To use summaries, writing help and translation, add your own AI account key under Smart help & AI. You pay that service directly.

Automation

SLAs, Support plans, Workflow rules, Notification rules, Assignment rules, Time-based rules, Macros and Blueprints. See SLAs and automation.

Developers and security

API & webhooks, Team chat alerts, Custom roles and Audit log.

Invoices and documents

Numbering, printing, templates, cash and bank, and tax settings are shared with your other Ellibo apps.