General Tab
Overview
These settings control the help desk experience and how ticket activity behaves across the system.
Enable Help Desk Portal
Enables the client-facing portal where end users can submit and reply to tickets through the web interface.
Require Login
When enabled, end users must authenticate before submitting or replying through the portal. This is strongly recommended to prevent anonymous or malicious ticket submissions.
Leaving login requirements disabled can allow unsolicited ticket creation depending on your portal configuration.
Auto Add Carbon Copy Recipients
When enabled, incoming email tickets that include carbon copy recipients will keep those recipients copied on replies.
Prevent Reopening Closed Tickets
When enabled, tickets cannot be reopened once they are closed. This helps enforce closure discipline and prevents old issues from resurfacing without review.
Last Reply Timestamp
Controls when the “Last Reply” timestamp updates.
If set to update on every reply, any user reply refreshes the timestamp.
If set to update on staff replies only (and on client status change), the timestamp better reflects staff activity rather than routine end user follow-ups.
Ticket Reply List Order
Controls the message display order inside a ticket when viewing the ticket thread.
Allowed File Attachment Types
Controls which file types can be attached to tickets. Restrict this to safe formats such as common image types and PDFs.
Do not allow executable or script-based file types. Attachments are user supplied content and should be treated as untrusted.
Automatically Close Inactive Tickets
When set to a number greater than 0, tickets are automatically closed after the specified number of hours if they meet the inactivity requirements.
Automatic closing only applies when all criteria are met:
- The ticket status is Answered or User Replied
- No new replies have been added during the configured time window
- The setting is not disabled
Setting this value to 0 disables automatic closing.
Closure occurs during the daily automation run as configured in System Automation >> Automation Settings Tab. Tickets in On Hold or Open are not automatically closed by this rule.
Automatic close also triggers the customer notification email used for inactivity closure. This message is configurable in Email Templates.