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. Agents will only see tickets assigned to them, not all like users.

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 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.

If you set Date Difference, you can also see the actual date as Date Format when you hover over the thread’s date and vice versa.

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-delete closed tickets

As the name suggests, you can set it to delete closed tickets after several days/months/years from the closed date. Set it to “0” to disable this setting.

Permanently delete tickets

You can set how long you wish to keep the deleted tickets in the database. Set it to “0” to keep deleted tickets indefinitely.


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.

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.

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