General 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.