Settings – SupportCandy

General settings

Pradeep Makone — Tue, 21 Jun 2022 06:27:02 +0000

Overview

The General Settings section allows you to configure important ticket behavior, permissions, and visibility options.
These settings control how ticket statuses, replies, ticket creation, and search work in SupportCandy.

Where to Find

Go to Support → Settings → General Settings → General.

How It Works

You can configure how ticket statuses change after replies, who can close or create tickets, how ticket threads display email addresses, and which fields are searchable.
After making changes, click Submit to save them. Click Reset Default to restore the original settings.

Step-by-Step Guide

Go to Support → Settings → General Settings → General.
Configure the required ticket status settings.
Select the required Reply Form Position.
Set the Default Date Format.
Configure the Ticket Prefix if required.
Select the roles allowed to close tickets.
Select the roles allowed to create new tickets.
Configure Thread Email Visibility.
Select the required Allowed Search Fields.
Click Submit to save the changes.

Options / Settings

Ticket Status After Customer Reply
Defines the ticket status after the customer replies to a ticket.
Select Do not change if the ticket status should remain unchanged.

Ticket Status After Agent Reply
Defines the ticket status after an agent replies to a ticket.
Select Do not change if the ticket status should remain unchanged.

Close Ticket Status
Defines the status applied when a ticket is closed by an Agent or Customer.

Reply Form Position
Controls where the reply form appears on the ticket page.

Top – Displays the reply form at the top of the ticket. Ticket replies are shown below the reply form, with the latest replies displayed first.
Bottom – Displays the ticket replies first, followed by the reply form at the bottom. Ticket threads show the oldest replies first.

Default Date Format
Defines the date format used throughout the system.
This format also applies to Date or DateTime custom fields unless another format is specified.
For example: Y-m-d H:i:s

Ticket Prefix
Allows you to customize the label used for tickets.
For example, changing Ticket to Case displays tickets as Case #1234.
The selected prefix is also reflected in ticket-related areas such as email notifications.

Allow Close Ticket
Defines which user roles can close tickets.

You can allow Customers or Support Agents to close tickets. For Support Agents, you can select Administrators, Agents, or custom Agent roles.

The selected role must have access to the ticket and permission to change its status.

Allow Create New Ticket
Defines which users can create new tickets.
Available options include:

Registered Users – Users with WordPress accounts can create tickets.
Guests – Website visitors without accounts can create tickets.
Support Agents – Support Agents with the required roles can create tickets. For Support Agents, you can select Administrators, Agents, or custom Agent roles.

Thread Email Visibility
Controls which Agent roles can view user email addresses in ticket threads.
Customers cannot view these email addresses.

Select Allowed Search Fields
Defines which fields can be searched using keywords in the ticket list search bar. Tickets are searched based on the fields selected in this setting.

You can select both default fields and custom fields, including:

Threads
ID
Customer
Subject

You can also select supported custom fields, including Checkbox, Email, Attachment, Select, Number, Radio, Text, Textarea, URL, Customer, Ticket ID, Tags, and Woo Products.

Other custom field types are not supported and cannot be added to the search fields.

You can select any number of supported custom fields, but we recommend selecting only the fields that are frequently used for searching. Keeping the number of search fields low can help improve search performance.

Example

If you want customers to keep the same ticket status after replying, set Ticket Status After Customer Reply to Do not change.
If you want to rename tickets as cases, set Ticket Prefix to Case. Tickets will then appear as Case #1234.

Notes / Tips

Select Do not change when replies should not automatically change the ticket status.
The Ticket Prefix changes how tickets are displayed across SupportCandy.
Users must have the required ticket access and permissions to close tickets.
Use Select Allowed Search Fields to control which ticket information can be searched.
Click Reset Default to restore the original settings.

Page settings

Pradeep Makone — Tue, 21 Jun 2022 06:28:20 +0000

Overview

Page Settings allow you to configure the pages used by the SupportCandy support portal, ticket links, login, registration, and SupportCandy scripts.
These settings determine which pages customers use to access and manage their tickets.

Where to Find

Go to Support → Settings → General Settings → Page General.

How It Works

You can assign WordPress pages for different SupportCandy functions.
These settings can be used to display the full support portal, manage existing tickets, configure login and registration, and control where SupportCandy scripts load.

Step-by-Step Guide

Open the SupportCandy Page Settings.
Select the required Support Page.
Select the Open Ticket Page if you want customers to manage existing tickets without the full portal.
Select the Ticket URL Page.
Configure the New Ticket Page.
Select the required User Login option.
Configure User Registration if required.
Enable or disable OTP Login as required.
Select the pages where SupportCandy scripts should load.
Save the settings.

Options / Settings

Support Page

The support page is the page where the [supportcandy] shortcode displays the SupportCandy support portal on the front end. Leave this setting blank if you do not want to display the support portal. This page can also be used as the Ticket URL for notifications and links.

Open Ticket Page The open ticket page allows customers to view and manage their existing tickets without using the full SupportCandy portal. Create a page containing the [wpsc_open_ticket] shortcode and select that page here. This page can also be used as the Ticket URL.

Ticket URL Page The ticket URL page defines the page used for the Ticket URL. You can select either the Support Page or Open Ticket Page, depending on your requirements.

New Ticket Page Defines the page that opens when a Customer clicks the New Ticket link on the frontend. You can choose from the following options:

Support Page – Uses the same SupportCandy page to create a new ticket. The SupportCandy Create Ticket Form is loaded on this page.
Custom Page – Use this option if you are using another plugin to create the ticket form. Enter the URL of the page containing the form. Customers are redirected to this page when they click New Ticket.

Note: This setting only affects the New Ticket link on the frontend. It does not affect the New Ticket link in the WordPress backend.

User Login Defines how users log in to access the support portal. Available options are:

Default – Uses SupportCandy’s built-in login form.
WP Default – Uses the WordPress default login functionality.
Custom – Uses a custom login page. Enter the page URL for the custom login page.

If you need more customization in login, you can use a third-party plugin to manage user login and other authentication options.

User Registration Defines how users can register when they do not have an account. Available options are:

Disable – Disables user registration from SupportCandy. WordPress registration settings still apply.
Default – Uses SupportCandy’s built-in user registration form.
WP Default – Uses the WordPress default user registration form. This option does not work when WordPress registration is disabled.
Custom – Uses a custom registration page. Enter the page URL for the custom registration page.

If you need more customization, you can use a third-party plugin to manage user registration. OTP Login Allows Guest Users to log in using a one-time password (OTP) sent to their email address. This allows Guest Users to access and manage their existing tickets without creating a WordPress user account. To use this feature, you must first allow Guest Users to create new tickets. Go to Support → Settings → General Settings → General → Allow Create New Ticket and add the Guest option.

Load Scripts Defines the pages where SupportCandy scripts should load. If you use custom pages, make sure you select all pages that contain SupportCandy shortcodes.

Example

If you want customers to use a custom support portal page:

Create a WordPress page containing the [supportcandy] shortcode.
Select that page as the Support Page.
Select the required Ticket URL Page.
Make sure the page is included in Load Scripts.

Customers can then access the SupportCandy portal from the selected page.

Notes / Tips

Leave Support Page blank if you do not want to display the SupportCandy portal.
Use [supportcandy] on the Support Page to display the support portal.
Use [wpsc_open_ticket] on the Open Ticket Page to allow customers to manage existing tickets
Select the correct Ticket URL Page so ticket links and notifications point to the required page.
If using custom SupportCandy pages, include them in Load Scripts.
OTP Login allows guest users to access existing tickets without a user account.

File attachments

Pradeep Makone — Tue, 21 Jun 2022 06:29:24 +0000

Overview

The File Attachments settings allow you to configure file uploads for tickets.
You can control the maximum file size, allowed file types, MIME exceptions, and download behavior.

Where to Find

Go to Support → Settings → General Settings → File Attachments.

How It Works

These settings determine which files users can attach to tickets and how attached files are accessed.
You can restrict file uploads by size and extension. You can also allow specific file types that WordPress normally restricts.

Step-by-Step Guide

Go to Support → Settings → General Settings → File Attachments.
Set the Attachment max file size (MB).
Enter the required file types in Allowed File Extensions (comma-separated).
Add required MIME mappings under MIME Exceptions (One per line).
Select the required Download Behaviour.
Save the settings.

Options / Settings

Attachment max file size (MB)
Defines the maximum file size users can attach to tickets.
For example, enter 2000 to allow files up to 2 GB.

Allowed File Extensions (comma-separated)
Defines which file types users can attach to tickets.
Enter extensions without a dot and separate multiple extensions with commas.
For example:
jpg, jpeg, png, gif, pdf, doc, docx, ppt, pptx, mp4, ogv, 3gp, 3g2, zip, eml, csv, awlic

MIME Exceptions (One per line)
Allows specific file types that WordPress restricts by default.
Enter each file extension and its MIME type on a separate line using this format: extension:MIME type
For example:
csv:text/csv
awlic:text/plain
For file types such as cam, dcm, stl, emb, pes, and jef, you can add their MIME types as follows:
cam:application/cam
dcm:application/dicom
stl:application/sla
emb:application/octet-stream
pes:application/octet-stream
jef:application/octet-stream

Download Behaviour
Defines how attached files are handled when users access them.
Available options are:

Try opening in browser – Attempts to open the file in a new browser tab. Unsupported file types are downloaded instead.
Download – Downloads the file directly without attempting to open it in the browser.

Example

To allow users to upload images and PDF files up to 2 GB:

Set Attachment max file size (MB) to 2000.
Add jpg, jpeg, png, pdf to Allowed File Extensions (comma-separated).
Select the required Download Behaviour.
Save the settings.

Notes / Tips

Enter file extensions without a dot in Allowed File Extensions (comma-separated).
Separate allowed file extensions using commas.
Add each MIME exception on a separate line.
Use the extension:MIME type format for MIME Exceptions (One per line).
Use Try opening in browser when supported files should open in a browser tab.
Use Download when attached files should always download directly.

If you are using a custom file extension and cannot upload the attachment, please create a ticket on this page. We will help you configure SupportCandy to support the file type.

Thank you page

Pradeep Makone — Tue, 21 Jun 2022 06:30:01 +0000

Overview

The Thank You Page settings control what happens after a new ticket is created.
You can redirect users to another page, open the individual ticket, or display a thank you message.
You can configure separate actions for Agents and Customers.

Where to Find

Go to Support → Settings → General Settings → Thank You Page.

How It Works

After a ticket is created, SupportCandy performs the action configured for the user type.
You can select a different action for Agents and Customers based on your requirements.

Step-by-Step Guide

Go to Support → Settings → General Settings → Thank You Page.
Select the required action after creating a ticket.
Configure the action separately for Agents and Customers, if required.
If you select the thank you message option, customize the Thank You Text.
Add Macros if you want to display dynamic ticket information.
Save the settings.

Options / Settings

Choose Action After Creating a Ticket
Defines what happens after a ticket is created.
Available options include:

Redirect to a Custom Page – Redirects the user to a specific URL or custom page.
Redirect to the Individual Ticket Page – Redirects the user to the details page of the newly created ticket.
Show a Thank You Message – Displays a custom confirmation message after the ticket is created.

Thank You Text
Allows you to customize the confirmation message displayed after creating a ticket.

Text Editor
Allows you to edit the thank you message using the Visual or Text editor.
You can add plain text, formatting, or custom HTML code.

Insert Macros
Allows you to insert dynamic ticket information into the thank you message.
For example: {{ticket_url}} – Inserts the link to the newly created ticket.

Example

To display a confirmation message with a link to the newly created ticket, use:
Thanks for reaching out, we’ve received your request!
{{ticket_url}}
The message confirms that the ticket was submitted and provides a direct link to the ticket.

Notes / Tips

Configure separate thank you actions for Agents and Customers when different behavior is required.
Use Redirect to the Individual Ticket Page when users should immediately view their newly created ticket.
Use Show a Thank You Message when you want to provide a custom confirmation.
Use {{ticket_url}} to provide a direct link to the newly created ticket.
Use Redirect to a Custom Page when users should be sent to a specific page after ticket creation.

Ticket categories

Pradeep Makone — Wed, 22 Jun 2022 05:58:26 +0000

Overview

Ticket Categories allow you to organize tickets based on their nature or type.
Categories help Agents and Customers classify tickets, making tickets easier to organize and handle.

Where to Find

Go to Support → Settings → Ticket Categories.

How It Works

Administrators can create, edit, and delete ticket categories.
After creating a category, it can be added to the ticket form so users and Agents can select a category when creating a ticket.
You can also configure the ticket page to display the selected category.

Step-by-Step Guide

Create a New Category

Go to Support → Settings → Ticket Categories.
Click Add New.
Enter an appropriate name for the category.
Save the settings.

The new category will appear in the category list under the Name column.

Edit a Category

Go to Support → Settings → Ticket Categories.
Locate the category under the Name column.
Click Edit in the Actions column.
Make the required changes.
Save the updated information.

Delete a Category

Go to Support → Settings → Ticket Categories.
Locate the category you want to delete.
Click Delete in the Actions column.
Confirm the deletion when prompted.
Select a replacement category.

Tickets assigned to the deleted category will automatically be transferred to the selected replacement category.

Applying categories to ticket

To allow users and agents to select a category when submitting a ticket:

Go to Support → Custom Fields → Ticket Form Fields.
Click Add New.
Select the Category field.
Set the required field sequence and visibility conditions.
Save the settings.

The ticket creation form will then display the category selection option.

Widget Configuration

You can display the ticket category on individual ticket pages by enabling the relevant widget.

Go to Support → Settings → Ticket Widgets.
Under Ticket Status, allow the widget for the required roles, such as Agents or Customers.
Save the changes.

The ticket category will then appear in the ticket details section for users with the appropriate roles.

Example

You can create categories such as Marketing, Technical Support, or Billing.
After adding the Category field to the ticket form, users can select the appropriate category when submitting a ticket.

Notes / Tips

Create categories based on the types of issues your support team handles.
Add the Category field to the ticket form before allowing users to select categories.
When deleting a category, select a replacement category for its existing tickets.
Use Ticket Widgets to display the category on the individual ticket page.

Ticket statuses

Pradeep Makone — Wed, 22 Jun 2022 05:58:51 +0000

Overview

Ticket Statuses allow you to define the different stages of a ticket’s workflow.
You can create custom statuses and assign color patterns to help identify the current state of each ticket.

Where to Find

Go to Support → Settings → Ticket Statuses.

How It Works

Administrators can create, edit, and delete ticket statuses.
Each status can have its own color pattern for easier visual identification. When a status is deleted, tickets using that status must be assigned to a replacement status.

Step-by-Step Guide

Create a New Status

Go to Support → Settings → Ticket Status.
Click Add New Status.
Enter a name for the new status.
Choose a color pattern for the status.
Save the settings.

The new custom ticket status will then be available for tickets.

Edit a Status

Go to Support → Settings → Ticket Status.
Find the status you want to modify.
Click Edit.
Make the required changes.
Save the updated information.

Delete a Status

Go to Support → Settings → Ticket Status.
Find the status you want to delete.
Click Delete.
Confirm the deletion when prompted.
Select a replacement status.

Tickets using the deleted status will be reassigned to the selected replacement status.

Options / Settings

Default Status
New tickets use Open as the default status.
Administrators can change the default status from:

Support → Custom Fields → Ticket Fields → Status → Edit
Select the required default status and save the settings.

Status Change on Agent or Customer Reply
You can configure automatic status changes when an Agent or Customer replies to a ticket. To configure this behavior,

Go to Support → Settings → General Settings → General → Ticket status after customer reply/ Ticket status after agent reply

Managing Status Visibility
Administrators and Agents can view the ticket status on the individual ticket page.
Customers cannot change the ticket status after a ticket is created. However, administrators can allow Customers to view the status using the Ticket Status widget.

Widget Configuration
To see the ticket status you need to enable the Ticket Status widget on the individual ticket page:

Go to Support → Settings → Ticket Widgets.
Enable the Ticket Status widget.
Set the required permissions under Allowed agent roles.

Example

To create a custom Awaiting Customer Reply status:

Go to Support → Settings → Ticket Status.
Click Add New Status.
Enter Awaiting Customer Reply as the status name.
Choose a color pattern.
Save the status.

The new status can then be used to represent tickets waiting for a Customer response.

Notes / Tips

Use clear status names that describe each stage of your ticket workflow.
Use different color patterns to make ticket statuses easier to identify.
When deleting a status, select a replacement status for tickets currently using it.
Use Allow for roles to control who can view or interact with the Ticket Status widget.
Customers cannot change the ticket status after the ticket is created.

Ticket priorities

Pradeep Makone — Wed, 22 Jun 2022 05:59:14 +0000

Overview

Ticket Priorities allow administrators to classify tickets based on their urgency.
SupportCandy includes the default priorities High, Medium, and Low. You can also create unlimited custom priorities.
Administrators and Agents can change priorities at any time from an open ticket. Customers can assign priorities when the priority field is available on the ticket form.

Where to Find

Go to Support → Settings → Ticket Priorities.

How It Works

Each priority can have a color pattern for easier visual identification.
The default priority for new tickets is Low. Administrators can change the default priority or allow users to select a priority when creating a ticket.
Administrators and Agents can also change the priority after a ticket is created.

Step-by-Step Guide

Creating a New Priority

Go to Support → Settings → Ticket Priorities.
Click Add New Priority.
Enter a name for the new priority.
Choose a color pattern for visual identification.
Save the settings.

The new custom priority will then be available for tickets.

Editing a Priority

Go to Support → Settings → Ticket Priorities.
Locate the priority you want to modify.
Click Edit.
Make the required changes.
Save the updated information.

Deleting a Priority

Go to Support → Settings → Ticket Priorities.
Locate the priority you want to delete.
Click Delete.
Confirm the deletion when prompted.
Select a replacement priority.

Tickets using the deleted priority will be reassigned to the selected replacement priority.

Options / Settings

Default Priority
The default priority for a new ticket is Low.
Users, Administrators, and Agents can select a different priority during ticket creation when the Priority field is available on the ticket form.
To add the Priority field:

Go to Support → Custom Fields → Ticket Form Fields.
Click Add New.
Select Priority.
Configure the field as required.
Save the settings.

Administrators can also change the default priority from:
Support → Custom Fields → Ticket Fields → Priority → Edit
Select the required default field and click Submit.

Priority Change After Ticket Creation
Administrators and Agents can change the priority after a ticket is created.
This allows the priority to be updated when the urgency of a ticket changes.

Agent and User View
Administrators and Agents can view the priority on the individual ticket page.
Customers cannot change the priority after creating the ticket.
You can enable the priority display for Customers from:
Support → Settings → Ticket Widgets → Ticket Status → Allowed for customer → Enable

Widget Configuration

To see the ticket priority you need to enable the Ticket Status widget on the individual ticket page:

Go to Support → Settings → Ticket Widgets.
Enable the Ticket Status widget.
Set the required permissions under Allowed agent roles.

Example

To create a custom Critical priority:

Go to Support → Settings → Ticket Priorities.
Click Add New Priority.
Enter Critical as the priority name.
Choose a color pattern.
Save the settings.

The Critical priority can then be assigned to tickets that require higher urgency.

Notes / Tips

SupportCandy provides High, Medium, and Low as default priorities.
You can create unlimited custom priorities.
The default priority for new tickets is Low unless changed by an Administrator.
Add the Priority field to the ticket form when users should select a priority during ticket creation.
Administrators and Agents can change the priority after ticket creation.
When deleting a priority, select a replacement priority for tickets using it.
Use color patterns to make different priorities easier to identify.

Ticket widget settings

Pradeep Makone — Wed, 22 Jun 2022 06:10:42 +0000

Overview

Ticket Widgets are groups of information displayed on an individual ticket page.
The Ticket Widgets settings allow you to control which widgets are displayed and how they appear.
You can enable or disable widgets, rename them, reorder them, and configure their permissions.

Where to Find

Go to Support → Settings → Ticket Widgets.

How It Works

Each open ticket widget displays specific ticket, customer, or support information on the individual ticket page.
You can customize the ticket page by:

Enable/Disable Widgets – Control whether a widget is displayed.
Rename Widgets – Change the widget name to match your workflow.
Reorder Widgets – Drag and drop widgets to change their display order.
Permissions – Control which roles can view or modify widgets.
The following widgets are available in the core product.

Ticket Widgets

Step-by-Step Guide

Ticket Status
Allows users to view or modify the Status, Category, and Priority of the ticket.
Agents can use this widget to update the ticket’s current workflow status. Agents need the Change Status role permission to make changes.

Customer
Allows you to:

View or modify the ticket creator (raised by).
View customer details such as name, email address, and linked custom fields.
View other tickets raised by the same customer.
Total time spent on his tickets (Timer addon)

Non-agent users cannot modify this widget. Agents need the Edit customer info role permission to make changes.

Assignee
Allows users to view or modify the agent(s) assigned to the ticket. Agents need the Assign Agents role permission to change the assignee.

Ticket Fields
Allows users to view or modify custom fields of the Ticket Fields type.
Default fields are excluded from this widget. Agents need the Change Ticket Fields role permission to update ticket fields.

Agent Only Fields
Allows Agents to view or modify custom fields that are configured as Agent Only Fields. Agents need the Change Agent Only Fields role permission to update agent-only fields.

Additional Recipients
Allows Agents and Customers to add additional recipients to a ticket.
Additional recipients receive ticket notifications sent to the primary Customer.
They cannot view the ticket through a browser or other access method. Agents need the Modify Additional Recipients role permission to update additional recipients.

Biographical Info
Displays the biographical information of the ticket creator stored in their WordPress user profile.

Tags
Allows users to view or modify tags associated with the ticket.
Tags help organize and categorize tickets. Agents need the Modify Tags role permission to update ticket tags.

Workflows
Displays and manages workflows associated with the ticket lifecycle.
Workflow management may require specific add-ons. Agents need the Trigger Workflows role permission to trigger workflows.

Easy Digital Downloads
Displays the user’s purchase or subscription information from Easy Digital Downloads.

WooCommerce
Displays the user’s WooCommerce purchases or order history.

WooCommerce Subscription
Displays the user’s WooCommerce subscription information.

Courses Details
Displays details about online courses purchased through an LMS.
This widget requires an LMS integration.

Private Credentials
Allows Agents and Customers to securely store and manage private information within a ticket.

For example, a Customer can use this widget to securely share access credentials with an Agent. Customers can remove their stored information at any time.

Need the following three permissions:
View Credentials – view credentials added to the ticket

Modify Credentials – Add or update the credentials

Delete Credentials – Delete credentials from a ticket

Rating
Displays or collects customer ratings for the support experience or ticket resolution.

SLA (Service Level Agreement)
Displays SLA information, including response times, resolution goals, and SLA breaches.

Timer
Tracks time spent on a ticket.
This can be useful for billing purposes or monitoring Agent productivity.

Usergroups
Displays user groups linked to the ticket or Customer.
This supports better role-based management.

Currently Viewing
Shows which agents are currently viewing the same ticket. This widget helps agents identify when other agents are working on the same ticket and helps prevent agent collisions.

My Todos
Allows agents to create personal to-do items for a ticket. These todos are specific to the agent who creates them and are not shared with other agents.

Checklist
Allows Administrators to add a checklist to a ticket. The checklist is visible to all agents who have access to the ticket.

Ticket Info
Displays additional technical information about the ticket, including:

IP Address
Source
Browser
Operating System

Enable/Disable Widgets

Go to Support → Settings → Ticket Widgets.
Find the widget you want to configure.
Enable or disable the widget as required.
Save the settings.

Disabled widgets will not appear on the individual ticket page.

Reorder Widgets

Go to Support → Settings → Ticket Widgets.
Find the widget you want to move.
Drag and drop the widget into the required position.
Click Save Order.

The widgets will appear in the selected order on the individual ticket page.

Rename Widgets

Go to Support → Settings → Ticket Widgets.
Find the widget you want to rename.
Click the Edit pencil icon next to the widget name.
Enter the new name.
Save the changes.

Configure Permissions

Widgets can have role-based access for Agents, Administrators, and Customers.

Go to Support → Settings → Roles.
Configure the required role permissions.
Save the changes.

Permissions determine which users can view or modify specific widgets.

Example

If you want only Agents to modify customer information:

Go to Support → Settings → Ticket Widgets.
Enable the Customer widget.
Make sure the required Agents have the Edit customer info role permission.
Configure the required role access.

Agents with the required permission can then modify customer information from the ticket page.

Notes / Tips

Disabled widgets do not appear on the individual ticket page.
Use Save Order after changing the widget order.
Rename widgets when the default name does not match your workflow.
Use role permissions to control access to widget information and actions.
The Customer widget requires the Edit customer info permission for Agents to make changes.
Some widgets, such as Workflows and Courses Details, may require specific add-ons or integrations.

Rich text editor

Pradeep Makone — Wed, 22 Jun 2022 06:18:03 +0000

Overview

The Rich Text Editor settings allow you to configure the text editor separately for Agent, Registered User, and Guest User.
You can control whether the editor is enabled, whether attachments are allowed, which toolbar actions are available, whether attachment guidelines are displayed, and whether HTML formatting is retained when content is pasted.

Where to Find

Go to Support → Settings → Rich Text Editor.

How It Works

Rich Text Editor settings are configured independently for each user type.
The available user types are:

Agent – Internal users managing tickets.
Registered User – Customers or users with accounts.
Guest User – Users without accounts accessing the support system.

You can select a user type and configure the editor features according to your requirements.

Step-by-Step Guide

Go to Support → Settings → Rich Text Editor.
Select the required user type tab: Agent, Registered User, or Guest User.
Configure Enable.
Configure Allow Attachments.
Select the required Toolbar Actions.
Configure Show File Attachment Notice.
Configure HTML Pasting.
Click Submit to save the changes.
Click Reset Default if you want to restore the default settings.

Options / Settings

Enable
Controls whether the Rich Text Editor is enabled for the selected user type.
Available options:

Yes – Enables the Rich Text Editor.
No – Disables the Rich Text Editor. A textarea is shown instead of the TinyMCE editor.

Allow Attachments
Controls whether users can add attachments through the Rich Text Editor in fields such as ticket descriptions, replies, and notes.
Available options:

Yes – Allows attachments.
No – Prevents attachments.

Toolbar Actions
Controls which actions are available in the Rich Text Editor toolbar.
Available actions include:

Bold
Italic
Underline
Blockquote
Align
Bulleted List
Numbered List
Strikethrough
Right to Left – Controls text direction.
Link
Image
Text Color
Text Background Color

Use the checkboxes next to each action to enable or disable individual toolbar actions.

Show File Attachment Notice
Controls whether file attachment guidelines are displayed to users.
Available options:

Yes – Displays attachment guidelines.
No – Does not display attachment guidelines.

When enabled, the notice can provide information such as:

Allowed file types
Maximum file size

HTML Pasting
Controls whether HTML formatting is retained when content is pasted into the Rich Text Editor.
When enabled, copied content containing HTML formatting, such as bold, underline, and lists, retains its formatting when pasted into the editor.

Example

If you want Registered User to use a Rich Text Editor with formatting and attachments:

Go to Support → Settings → Rich Text Editor.
Select the Registered User tab.
Set Enable to Yes.
Set Allow Attachments to Yes.
Enable the required Toolbar Actions, such as Bold, Italic, Bulleted List, and Link.
Set Show File Attachment Notice to Yes if users should see attachment guidelines.
Enable HTML Pasting if pasted HTML content should retain its formatting.
Click Submit.

Notes / Tips

Rich Text Editor settings can be configured separately for Agent, Registered User, and Guest User.
Disable Enable when a user type should not have access to the Rich Text Editor.
Use Toolbar Actions to control which formatting features are available.
Allow Attachments controls attachments in fields such as ticket descriptions, replies, and notes.
Enable Show File Attachment Notice when users should see file type and file size guidelines.
Use HTML Pasting when pasted HTML content should retain its formatting.
Use Reset Default to restore the default Rich Text Editor settings.

Working hours

Pradeep Makone — Wed, 22 Jun 2022 06:20:15 +0000

Overview

The Working Hours settings define when your company or organization is available for support operations.
These settings are used to calculate SLA deadlines and support other features that depend on company or agent availability.
You can also configure Exceptions, Holidays, and individual agent Leaves.

Where to Find

Go to Support → Settings → Working Hours.
Individual Agent working hours and leaves can be managed from Support → Support Agents.

How It Works

The Working Hours tab defines the regular working schedule for the company or organization.
This schedule is also used as the template for working hours when new Agents are added.
Changes to company-level working hours do not change the working hours of existing Agents.
Exceptions allow you to change working hours for specific dates.
Holidays allow you to mark specific dates or date ranges as non-working days. These settings affect availability and SLA calculations.
Individual Agent Leaves can be configured separately from Support Agents.

Step-by-Step Guide

Configure Working Hours

Go to Support → Settings → Working Hours.
Open the Working Hours tab.
Select the start and end time for each day from Monday to Sunday.
Click Submit to save the changes.

By default, all days are set to 00:00 to 23:59.

Configure Exceptions

Go to Support → Settings → Working Hours.
Open the Exceptions tab.
Select the date for which you want to change the working hours.
Enter the required start and end time.
Submit the changes.

The exception applies to the selected date and takes precedence over the regular working hours.

Configure Holidays

Go to Support → Settings → Working Hours.
Open the Holidays tab.
Select a date or date range.
Choose Add new holidays.
Enable Repeat every year if the holiday should repeat annually.
Click Submit to save the changes.

To remove holidays, select Delete existing holidays instead.

Settings

Go to Support → Settings → Working Hours.
Open the Settings tab.
Enable or Disable the Allow agent to modify working hours if you want to allow agent to modify working hours by its own.
Enable or Disable the Allow agent to modify his leaves if you want to allow agent to modify leave by its own.
Click Submit to save the changes.

To remove holidays, select Delete existing holidays instead.

Configure Agent Leaves

Go to Support → Support Agents.
Select the Agent whose leave you want to configure.
Add the required leave or day-off dates.
Save the changes.

Agent-specific leaves help maintain accurate availability information for ticket assignment and SLA monitoring.

Options / Settings

Working Hours
Defines the regular working schedule for the company or organization.
Each day from Monday to Sunday can have its own start and end time.

Exceptions
Defines different working hours for specific dates.
For example, if Monday normally has working hours from 9:00 AM to 6:00 PM, you can configure a specific Monday to work from 9:00 AM to 2:00 PM.

Holidays
Defines dates or date ranges when the organization is not available.
Holidays automatically affect availability and SLA calculations.

Leaves
Defines planned absences or days off for individual Agents.
Agent leaves are configured from Support → Support Agents.

Example

Suppose the regular working hours are 9:00 AM to 6:00 PM on Monday.
For one specific Monday, the organization will work only until 2:00 PM.
Configure an Exception for that date with:

Start time: 9:00 AM
End time: 2:00 PM

The exception will override the regular Monday schedule for that date.

Notes / Tips

The default working hours are 00:00 to 23:59 for every day.
Company-level working hours act as the template for newly added Agents.
Changing company-level working hours does not update existing Agents.
Use Exceptions for temporary changes to regular working hours.
Company-level exceptions take precedence over regular working hours for the selected dates.
Use Holidays for organization-wide non-working dates.
Use Leaves for individual Agent absences.
Working hours, holidays, and exceptions can affect SLA deadlines.
Individual Agent working hours and leaves are managed from Support → Support Agents.