Installation Settings

The Installation Settings page allows you to configure a variety of system settings including ticket settings (e.g. auto-close tickets, notify on closure), localisation settings (e.g. timezone, language) and security settings (e.g. timeout, two-factor authentication).

  1. Go to Settings - General Settings - Installation Settings.
  2. Configure the following as required:
  3. Field/Option Description
    General Options
    Auto-close tickets If enabled, tickets will automatically be updated to a status of closed after a set period if there are no user responses.
    Notify on closure

    If enabled, when a ticket is updated to CLOSED via the quick edit dropdown on ticket listings, the customer end-user will be notified of a ticket closure.

    The Staff Agent assigned to the ticket will not receive this notification.
    Enable Twitter integration Enables Twitter functionality both in the staff pages and the Self-serve User Portal.
    Installation email address

    The system administrator's email address which will be used for default emails that do not relate to a Ticket Queue. For example:

    • Forgotten password emails are sent to this address.
    • When the action selected when an SLA is breached is 'Notify administrator' this is the email address which is used - see Creating a Service Level Agreement (SLA).
    Enable ticket closure confirmation Select this option to present a confirmation dialog to Staff Agents when they close a ticket. This confirmation displays the last response added to the ticket and the number of hours recorded against the ticket. See Closing a Ticket.
    Allow private responses as ticket resolution

    When choosing a ticket resolution, agents can select private responses in addition to public responses as the event which resolved the ticket.

    The Report Builder - Tickets report and the Dashboard - Ticket Closure Report now report on response resolution.

    Timezone The Timezone used by the system
    Date format The date format
    Default language The default language
    Default country The default country
    Force SSL/HTTPS connections Choose whether or not to enforce SSL/HTTPS connections to the Staff Pages and the Self-serve User Portal. If enabled, this will redirect all users over a SSL connection to ensure data is encrypted.
    Two-factor authentication

    Choose whether you want to implement an added layer of security using two-factor authentication.

    The following options are available:

    • Disabled
    • Optional - If enabled, staff may configure their account with an authentication tool, e.g. Google authenticator, where an authentication key generated by the application is required on login. For details, see Edit Profile.
    • Required - If enabled, Staff Agents will be required to set up two-factor authentication if they have not already done so. This entails signing in with their username and password and using an authentication code (from Google authenticator for example).
    You can disable two-factor authentication for individual Staff Agents if needed. For more info, see Staff Agents.
    Staff agent timeout

    Choose how long a user must remain inactive before being logged out automatically:

    • 30 mins
    • 1 hour
    • 2 hours (default)
    • 3 hours
    • 4 hours
    • 6 hours
    • 8 hours
    Users will receive a warning 5 minutes before timeout occurs.
    Ticket creation
    Require user login If enabled, portal users will need to log in before they can submit a ticket. If disabled, the ticket submission form will be publicly available.
    Ticket priority Allow Self-serve User Portal users to select the ticket priority. If disabled, all user-submitted tickets will default to medium.
    Ticket creation CAPTCHA If enabled, users who submit tickets from the Self-serve User Portal will be required to enter a captcha to help prevent spam. This does not apply to staff ticket creation.
    Enabled features
    User registration When enabled, allows end users to register new accounts from the Self-serve User Portal. If disabled, existing account holders will still be able to log in.
    User Enable the Knowledge Base functionality on the Self-serve User Portal.
    Search engine indexing

    If disabled, search engines will exclude the Self-serve User Portal from their index.

  4. Once you are happy with your options, click on Save changes.