Advanced Settings

advanced-settings-1

1. Auto Assign Tickets

a. When first followup is added to a ticket by any staff member

If this option is selected then the ticket will be assigned to the staff member who adds the first followup to the customer's ticket

b. When any followup is added to a ticket by any staff member

If this option is selected then the ticket will automatically be assigned to any staff member who answers the ticket.

2. Auto response

Auto Response feature is used to send predefined response messages automatically to anyone who sends mail to a particular mailbox or creates a ticket by filling the support form.

Auto response message is useful to instantly notify the customers who create a ticket during Off hours.

Auto Response

a. Select working shift.

i. Dayshift

Select weekdays and hours of operation for the dayshift. When customers create tickets in times other than those saved in this setting, they will receive the auto response message (Check

dayshift

ii. Day-Night Shift

Select the weekdays and hours of operation for the nightshift from here. When customers create tickets in times other than those saved in this setting, they will receive the auto response message.

nightshift

c. Auto respond on weekends only

Auto replies will only be sent on weekends.

auto_response_weekend

d. Auto response message

You can set the auto response message as shown in the screenshot below

auto_response_message

3. Adult Content Filter

i. Enable from Advanced Settings :

Admins can set up adult content filtering by clicking Enable and saving the settings.

adult_content_filter

ii. Customers check Adult Content while filling Support Form

Customer can mark a ticket to be adult or not by checking Adult Content checkbox in the support form. By default the checkbox is unchecked.

support

iii. Don't show Adult Content

Adult ticket will be displayed to only those staff members who have adult content allowed in their profile.

A Helpdesk admin or editor can mark Don't show Adult content as true for the staff members who don't want to view tickets with adult content as shown in the screenshot below

adult content

iv. Staff mark the ticket as adult

Staff can mark a ticket as a ticket with adult content by editing the ticket and checking the Adult Content checkbox at Ticket Information section.

adult_ticket_info

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