Miscellaneous Settings – SupportCandy

Terms & conditions

Pradeep Makone — Wed, 22 Jun 2022 06:00:33 +0000

Support → Settings → Miscellaneous → Terms & Conditions

The Terms & Conditions setting allows you to ensure users agree to your terms before submitting a ticket or registering.

Create Ticket Form

If enabled, a checkbox will appear on the ticket submission form, requiring users to accept the terms and conditions before submitting their tickets.
You can customize the Terms & Conditions message using a rich text editor. This allows you to:
- Add formatted text.
- Insert a hyperlink to your Terms & Conditions page or document.

Steps to Enable and Customize:

Go to Support → Settings → Miscellaneous → Terms & Conditions.
Enable the option to display the checkbox.
Use the rich text editor to customize the message and insert a link to your Terms & Conditions.
Save your changes.

Registration Form

If enabled, a checkbox will also appear on the registration form, requiring users to accept your terms before registering.

This ensures that all users explicitly agree to your terms, enhancing legal compliance and user transparency.

GDPR

Pradeep Makone — Wed, 22 Jun 2022 06:01:07 +0000

Support → Settings → Miscellaneous → GDPR

The GDPR setting helps you comply with data protection regulations by informing users about data storage and managing personal data retention.

Create Ticket Form

If enabled, a checkbox will appear on the ticket submission form with a custom message.
This informs users about what personal information the system will store in the database.
You can customize the message to align with your privacy policy.

Personal Data Retention

This setting determines how long personal information within tickets will be stored in the system.
Personal information includes:
- Name
- Email Address
- IP Address
- Custom fields marked as personal information.
After the retention period ends (from the date the ticket was created), the personal information will anonymized in the database.
To retain personal information indefinitely, set the retention period to “0 days”.

Registration Form GDPR Consent

If enabled, a checkbox will appear on the registration form, requiring users to acknowledge and consent to data storage.

These settings ensure transparency and give users control over their data, helping your organization meet GDPR compliance requirements.

Google reCaptcha

Pradeep Makone — Wed, 22 Jun 2022 06:01:45 +0000

Support → Settings → Miscellaneous → reCaptcha

The reCaptcha setting enhances security by adding Google reCaptcha to various forms and screens, including:

Ticket form
Login screen
Registration screen
Profile screen

To enable reCaptcha, you need to generate a Site Key and Secret Key for your domain. You can create these keys by visiting Google reCaptcha.

Once configured, reCaptcha helps prevent spam and unauthorized access across your support system.

Accessing Google ReCapcha Console

Visit the Google reCAPCHA website and click on the v3 Admin Console. It will take you to the “Register a new site” page where you can choose how to add reCaptcha to your website.

First, add your Label & Domain name, select the Score-based (v3) or Challenge (v2) version, set Google Cloud Project (optional), and finally click the Submit button.

Label: Use your Site URL that will make it easy to identify the site in the future.
Domains: Avoid using “https://” or “/” in your domain name as it won’t work, but you are free to use .com if needed.
Google Cloud Platform: You can also choose a Google Cloud Project where you want to create this reCAPTCHA.

Now you will get a Copy Site Key and a Copy Secret Key. Copy these keys to use later for integration.

Advanced settings

Pradeep Makone — Wed, 22 Jun 2022 06:02:18 +0000

Support → Settings → Miscellaneous → Advanced

Public mode

If enabled, it will convert the ticketing system to a public forum where all users can see all tickets but can not reply to other’s tickets until allowed. Agents can see tickets allowed to them, you can set Agent role capabilities at Support > Support Agents > Agent Role.

Allow others to reply to public tickets

If enabled, users can reply to other users’ tickets. This setting is applicable only when the public mode is enabled.

Reply confirmation

When a user or support agent clicks on the reply button in an individual ticket, the system will ask for his confirmation if enabled.

Thread date display as

This setting decides how a ticket thread (reply, note, log) date is displayed. There are two options available, as given below.

- The Date Difference will display the date as the difference between the thread date and the current time. For example, 1 hour ago, 20 minutes ago, etc.
- The Date Format will display the date as per the given format in the below setting.

Please check below screenshot for preview of thread date display:

Date Difference

Date Format

Thread date format

You can set the date format for the thread date as we discussed in the above setting.

For example, if you set “F d, Y h:i A”, the thread date will be displayed as “October 31, 2022 06:28 AM”.

Click here for a reference to placeholder characters used within the date format.

Do not notify the owner

An agent can create a ticket on the user’s behalf if allowed. While creating a ticket for the user, a checkbox “Do not notify owner” will be added to the ticket form if this setting is enabled. If the agent checks this checkbox, the system will not send a confirmation email to the customer.

Do not notify the owner status

You can set whether you wish to set the Do not notify owner checkbox to checked or not.

Ticket id

You can set whether you wish to have new ticket ids should be Sequential or Random in this setting.

Starting ticket id

For the Sequential ticket IDs of new tickets, you can set the starting ticket ID in this setting. The starting ticket id should be greater than the current ticket ID if you have existing tickets in the database.

Ticket history macro threads

You can set a number of previous threads that should be returned by {{ticket_history}} macro.

Register user if not exist

If enabled, when a guest user creates a new ticket, his user account is created for WordPress.

Auto archive closed tickets

This setting automatically archives closed tickets.
You can choose how many days, months, or years after a ticket is closed.
Set the value to 0 to disable this setting.

Permanently delete archived tickets

This setting controls how long archived tickets are kept in the database.
After the set time, archived tickets are permanently deleted.
Set the value to 0 to disable automatic deletion.

Permanently delete deleted tickets

This setting controls how long deleted tickets are kept in the database.
Deleted tickets are stored temporarily.
After the set time, they are permanently deleted.
Set the value to 0 to disable automatic deletion.

CC & BCC

Enable or disable CC and BCC fields in an individual ticket’s reply/note section.

View more/less thread

Enable or disable the short view of the ticket thread.

Allow reply to closed tickets

You can set whether you wish to allow the reply to closed tickets.

Raised By User

When an agent creates a ticket on the customer’s behalf, you can set whether you wish to insert the first thread in the name of a customer or an agent.

My Profile and Agent Profile

You can enable or disable the “My Profile” and “Agent Profile” tabs on the support page.

Ticket URL authentication

When a user visits the website via the ticket URL while not logged in, you can set whether you wish him to authenticate himself by logging in or not to access the ticket.

Ticket URL authentication when disabled

Ticket URL authentication when enabled

Allow the agent to self-assign the ticket

Agents who can change the Assignee can assign an unassigned ticket to themselves. This option will be seen in the “Assignee” widget on the unassigned Ticket page.

Reply and Close button

You can enable or disable the Reply & Close button which is present below the text area.