Settings
Settings live in the admin portal under Configuration and need an administrator account. They are stored in the database, encrypted, and every change is written to the audit log.
General
Configuration › General holds the settings everything else reads.
| Group | What it holds |
|---|---|
| Company | Legal and trading name, address, tax registration, logo and the portal branding panel |
| Localization | Timezone, date format, currency and first day of the week |
| Security | Session lifetime, password policy, two-factor rules and lockout thresholds |
| SMTP and IMAP connections, from and reply-to addresses, email appearance and the company signature | |
| Notifications | Default channels for each event type. Each user can adjust their own |
| Defaults | Default ticket priority and category, payment terms, tax and the auto-close window |
| Numbering | Prefixes and next numbers for tickets, invoices, quotes, purchase orders and projects |
Lists and templates
- Tickets: categories, statuses and tags.
- Finances: taxes, payment methods and payment providers.
- Templates: email wording, plus record templates for projects, tickets, vendors, licences and documents.
- Hours of operation: your opening hours. The SLA clock, live chat and the dispatch board all read them.
When a tax rate changes, add a new rate rather than editing the old one. Issued invoices keep the rate they were issued with.
Automation rules
Automation Rules run on events such as a ticket being created, a status changing, an SLA threshold approaching or an invoice going overdue. Each rule is a condition plus one or more actions.
- One rule, one purpose. Name it like a sentence: "Urgent ticket, notify on-call".
- Never chain rules that can trigger each other.
- Test on a scratch record before you turn a rule on.
- Turn a rule off rather than deleting it, so its history stays.
Maintenance
| Screen | Use it for |
|---|---|
| Health | Live checks of the things that fail quietly: database, migrations, the scheduler, the queue, outbound mail, backups and restore tests, disk space, writable paths and the live chat websocket. Each check reports ok, warning, failed or unknown |
| Mail Queue | Every outbound email, sent and failed, with retry |
| Backups | Schedules, history, verify, restore tests and downloads. See Backups and moving servers |
| Trash & Restore | Deleted records, restorable until the trash window ends (30 days by default) |
| Audit | Who did what to which record |
| Security Alerts | Unusual sign-in and access events |
| App Logs | Application errors |
| Diagnostics | The runtime environment, a test email and maintenance mode. Superadmins only |
| Change Log | A dated record of changes made to your install |
Notification preferences
Each user sets their own channels under Account › Notification Preferences: in-app, email, push and SMS, per event type. In-app notifications always reach the bell. Push notifications work in any browser that supports Web Push.