Overview
The General settings control how SupportCandy imports emails and creates or updates Tickets through Email Piping.
You can configure the email connection, allowed emails and users, email content, blocking rules, forwarding, spam protection, and email logs.
Where to Find
Go to Support → Settings → Usergroup → General.
Options/Settings
Auto-assign usergroups for new tickets
If enabled, a new ticket is automatically assigned to the usergroup to which the ticket creator belongs.
If disabled, customers can select a usergroup while creating a ticket. To use this option, add the Usergroup custom field to the ticket form and enable Allow customers to modify usergroups of tickets.
Allow customers to modify usergroups of tickets
If enabled, customers can select a usergroup while creating a ticket when the Usergroup custom field is available on the ticket form. Customers can also change or remove the usergroup from the individual ticket page.
If disabled, customers cannot select, change, or remove the usergroup. When Auto-assign usergroups for new tickets is enabled, the ticket is automatically assigned to the applicable usergroup.
Auto-fill usergroups in the ticket form
If enabled, the Usergroup custom field is automatically populated with the usergroup associated with the customer while creating a ticket.
Allow user to change category in ticket form
If enabled, customers can change the category while creating a ticket.
If disabled, the ticket uses the category configured for the selected usergroup. If a customer belongs to multiple usergroups and selects multiple usergroups while creating a ticket, the category of the first selected usergroup is assigned to the ticket.
Allow supervisor to close ticket
If enabled, usergroup supervisors can close tickets created by other members of their usergroup.
If disabled, supervisors can view and reply to tickets created by group members but cannot close those tickets.
Example
If a customer belongs to the Sales usergroup and Auto-assign usergroups for new tickets is enabled, tickets created by that customer are automatically assigned to the Sales usergroup.
If Allow supervisor to close ticket is enabled, the supervisor of the Sales usergroup can also close those tickets.
Notes / Tips
- Use Auto-assign usergroups for new tickets when tickets should automatically belong to the customer’s usergroup.
- Enable Allow customers to modify usergroups of tickets when customers need to select or change the usergroup.
- Add the Usergroup custom field to the ticket form when customers need to select a usergroup while creating a ticket.
- Enable Auto-fill usergroups in the ticket form to automatically populate the applicable usergroup in the ticket form.
- The Allow supervisor to close ticket setting controls whether supervisors can close tickets created by other group members.