Support Settings

1. Support Settings

   Set up how support tickets work: extra fields customers fill in, your own ticket statuses and reply templates for staff. The tour covers the tab you are on; switch tabs and restart it to see the others.

2. Settings tabs

   Fields holds the custom fields asked when a ticket is opened, Statuses your own ticket statuses, and Canned Responses the reply templates staff can insert with one click.

3. New field

   Add a field such as Server IP or Domain. Choose its type (Text, Paragraph, Dropdown or Checkbox), list the options for a dropdown one per line, and set its order, whether it is required and whether it is active.

4. Custom fields

   All custom fields with their type and whether they are required; inactive fields are marked Passive. Use the pencil to edit or the trash icon to delete. Values already saved on tickets are kept when a field is deleted.

5. New status

   Create a status in addition to the built-in ones (open, pending, answered, closed). Give it a label, colour and order, and decide whether it counts as open.

6. Custom statuses

   Your statuses with their colour badge and whether they count as open. Edit or delete them from each row; tickets already in a deleted status keep their value.

7. Canned responses

   Reply templates your staff can insert with one click when answering tickets. Add a response with a title, group and text, set its order and switch it on or off.