Public mode
Converts the ticketing system into a public forum.
When enabled:

• All users can see all tickets.
• Users cannot reply to other users’ tickets unless Allow others to reply to public tickets is enabled.
• Agents can see tickets according to their agent role capabilities.

Agent capabilities can be configured from Support → Support Agents → Agent Role.

Allow others to reply to public tickets
Allows users to reply to other users’ tickets.
This setting works only when Public mode is enabled.

Reply confirmation
Controls whether a confirmation message appears when a user or agent clicks the reply button on an individual ticket.

Note confirmation
Controls whether a confirmation message appears when an agent clicks the private note button on an individual ticket.

Thread date display as
Controls how dates are displayed for ticket threads, including replies, notes, and logs.
Available options are:

• Date Difference – Displays the time difference from the current time, such as 1 hour ago or 20 minutes ago.
• Date Format – Displays the date using the format configured in Thread date format.

Date Difference
Displays the thread date as the difference between the thread date and the current time.
For example:

• 1 hour ago
• 20 minutes ago

Date Format
Displays the thread date according to the format configured in Thread date format.

Thread date format
Defines the date format used when Thread date display as is set to Date Format.
For example, the format F d, Y h:i A displays a date similar to:
October 31, 2022 06:28 AM

Do not notify owner
Controls whether an agent creating a ticket on behalf of a customer can prevent the customer from receiving the ticket confirmation email.
When enabled, a Do not notify owner checkbox is added to the ticket form.
If the agent selects this checkbox, the system will not send the confirmation email to the customer.

Do not notify owner status
Controls whether the Do not notify owner checkbox is selected by default.

Ticket id
Controls how new ticket IDs are generated.
Available options are:

• Sequential – Generates ticket IDs in sequence.
• Random – Generates ticket IDs randomly.

Starting ticket id
Defines the starting ticket ID when the ticket ID is set to Sequential.
The starting ticket ID must be greater than the current ticket ID when existing tickets are already stored in the database.

Ticket history macro threads
Defines how many previous threads are returned by the {{ticket_history}} macro.

Register user if not exist
Controls whether SupportCandy creates a WordPress user account when a guest creates a new ticket.
When enabled, a WordPress user account is created for the guest user.

Auto archive closed tickets
Automatically archives closed tickets after the configured period.
You can specify the period in days, months, or years.
Set the value to 0 to disable automatic archiving.

Permanently delete archived tickets
Controls how long archived tickets remain in the database.
After the configured period, archived tickets are permanently deleted.
Set the value to 0 to disable automatic deletion.

Permanently delete deleted tickets
Controls how long temporarily deleted tickets remain in the database.
Deleted tickets are stored temporarily and permanently deleted after the configured period.
Set the value to 0 to disable automatic deletion.

CC & BCC
Controls whether CC and BCC fields are available in the reply or note section of an individual ticket.

View more/less thread
Controls whether users can use the short view of a ticket thread.

Allow reply to closed tickets
Controls whether users can reply to tickets after they are closed.

Raised By User
Controls whose name is used for the first thread when an agent creates a ticket on behalf of a customer.
You can configure whether the first thread is created under the customer’s name or the agent’s name.

My Profile and Agent Profile
Controls whether the My Profile and Agent Profile tabs are displayed on the support page.

Ticket URL authentication
Controls whether users must authenticate themselves when accessing a ticket through its ticket URL while they are not logged in.
You can require the user to log in before accessing the ticket or allow access without login.

Ticket URL authentication when disabled
When ticket URL authentication is disabled, a user who is not logged in can access the ticket through the ticket URL without being required to log in.

Ticket URL authentication when enabled
When ticket URL authentication is enabled, a user who is not logged in must authenticate by logging in before accessing the ticket.

Allow agent to self-assign ticket
Allows agents who have permission to change the Assignee to assign an unassigned ticket to themselves.
This option appears in the Assignee widget on an unassigned ticket.

Reply and Close button
Controls whether the Reply & Close button is displayed below the reply text area.