General Setting

You will find this setting at Dashboard -> Support -> Settings -> General. Below are the settings available:

Support Page

Create a page for support which has shortcode if not created. Just select that page in this setting.

Default ticket status

It is a ticket status that will be automatically assigned  to a newly created ticket.

Default ticket category

It is a ticket category that will be automatically assigned to a newly created ticket.

It is a ticket priority that will be automatically assigned to a newly created ticket.

Ticket status after customer reply

It selects a status that will be applied to a ticket when customer post reply in the ticket. In case, if selected “Default” will not change the status of the ticket.

It selects a status that will be applied to a ticket when agent or support staff post reply in the ticket. In case, if selected “Default” will not change the status of the ticket.

Close ticket status

This status is applied if “Close” button is clicked for a ticket.

If set “Yes”, this setting enables the close ticket button for customer in open ticket page.

This will set reply form position of the ticket.  If set “Top” it will load reply form above ticket threads and threads will be loaded in descending order whereas, if set “Bottom” it  will load reply form below ticket thread and threads will be loaded in an ascending order.

It selects the date format that will be applicable for input date fields (datepicker) for SupportCandy.

It sets the alice for tickets. In short, we can say that it is a label that represents ticket in email notification subject. For example, if you want to use this as a bug tracking then you can label it as issue #123, bug #132, etc. So that it will be displayed as issue #123 or Bug #123. Note that it will only work in email subject. In case, if you want to change all the places then you have to translate .pot

Only selected roles can create new tickets. Select “Guest” option to enable guest tickets. Guest will able to create tickets without needing them to have a user account on the website. They can create tickets using their name and email address.

The selected roles can reply to closed tickets. You can set multiple close ticket statuses in Dashboard > Support > Ticket List > Advanced > Closed Status group. If the reply is disabled then selected roles can’t reply through the web portal.

It selects a default login for a support page. Click on this link for more details.

If set “Enable” it allows user to register an user account for a website.

User Registration Method

It selects a default user registration for a support page. Click on this link for more details.