Support-related document settings can be accessed in Support Settings, where you can configure global settings.

1. Pre-requisite

No Pre-requisite required

2. How to access Support Settings

To access Support Settings go to

Admin > App Settings > Support Settings

2. Service Level Agreements

2.1 Track Service Level Agreement

Enable this feature to start using and tracking Service Level Agreement in Issues.

2.2 Allow Resetting Service Level Agreemen

This feature enables a user to reset the Service Level Agreement (SLA) in Issues. In the Service Level tab, there is a button called "Reset Service Level Agreement" for open issues. Clicking on this button before the SLA fails will reset the SLA. The support team user will be required to provide a reason for resetting the SLA.

3. Issues

3.1 Close Issue After Days

Any issue that has been marked as "Replied" or "Resolved" will automatically be closed after the specified number of days in this field. However, if the customer replies to a closed issue, the issue will be reopened.

3. Support Portal

It refers to the sections or steps that are included in the "Get Started" guide or documentation for users or customers accessing the support system. It provides a structured approach or a series of instructions to help users understand and navigate the support system effectively. These sections typically outline the essential actions or processes that users need to follow to get started with the support system, such as creating a ticket, contacting support, accessing resources, or finding answers to common questions.

4. Greetings Section

4.1 Greeting Title

It refers to the salutation or title that is used in greetings or formal communication specifically related to support interactions. It allows you to specify the appropriate title to use when addressing customers or contacts in support-related communications, such as support tickets or email notifications.

4.2 Greeting Subtitle

It refers to the additional information or text that is included below the main greeting in support-related communications. It allows you to provide supplementary details or messages to customers or contacts in support interactions. The greeting subtitle can be used to provide additional context, instructions, or any other relevant information that may be helpful for the recipient of the communication.

5. Search APIs

Search APIs"in the Support Settings refer to the application programming interfaces (APIs) that are used to perform search operations within the support system. These APIs allow integration with external systems or applications to enable searching for specific information, such as tickets, issues, or knowledge base articles, within the support system.