General Helpdesk Settings
Adjust the settings and click "save changes" at the bottom.
Design Settings
- Header background color - allows setting the top bar color. Dark color is highly recommended for a nice-looking design and for the gradient filling to stay visible.
- Menu background color - menu bar color. No special notes.
- Logo image - custom logo image. PNG format is required. Transparent background is highly recommended for a nice look. The image should be 60 pixels height (if larger - it will be resized, and this may not look good).
Various Settings
- Allow unregistered users submit tickets without logging in - allows unregistered users to submit new tickets right from the login page, without registering.
- Allow unregistered users access the Knowledge Base - makes the Knowledge Base accessible to guests
- Allow new users to register themselves - shows a "register now" sign-up link to a user, who has no account yet. Turn this option OFF if you want to add new users manually.
- Restrict ticket deletion to Admins only - allows ticket deletion to Administartors ONLY. Turn it off to allow users delete their own tickets.
- Restrict ticket closing to Technicians only - Turn it off to allow users Close their own tickets
- Everyone sees everyones tickets - by default, users can see their own tickets only. And technicians see tickets from the categries, they are assigned to by admin. BUT with this setting on - all users will be able to see each other's tickets.
- Language - language selection
- Maximum attachment filesize - sets the limit for the attached files in KB.
- Default category - this category will be selected by default on the "new ticket" form. A user can change it.
- Server time offset - if your server is in New York-USA, but your website is French, you should set this to 6 (cause when it's 1:00 in NY it is 7:00 in Paris
- Shared secret for remote authentication - if you want to utilize the helpdesk's remote authentication API in your website, specify the shared key here. When you redirect your authenticated users to the helpdesk, use this link format:
http://MyHelpdeskUrl/AutoLogin.aspx?username=xxx&email=yyy&userHash=HASH&new_ticket=1 where HASH is calculated as follows:
MD5(name + email + shared-secret)
. As you can see you can pass the "new_ticket" parameter that will redirct a user to the ticket submission form
right after he has been "auto-auhenticated" by the helpdesk.
Email notification settings
-
Email notifications enabled - when this option is on, Jitbit HelpDesk will
notify users when their tickets are updated, notify the help-desk team of the
new tickets and new updates on the existing tickets.
- "Reply-to" address for notifications - all emails sent by the application will have this reply-to address. It is strongly recommended to set this address to the one that the imcoming-email-checker checks. So your users replies would go back to the helpdesk.
- Notify technicians of new tickets - when this one is ON, the technicians who have permissions to handle tickets in a category, will get a notification on every new ticket.
-
"From" email-address - the email notifications will be sent from this
address.
-
SMTP server address - Jitbit HelpDesk uses standard SMTP protocol
to send messages. Specify your SMTP-server address.
-
SMTP server port - Specify your SMTP-server port.
-
SMTP server requires authentication - if your SMTP-server requires
authentication, turn this option on and specify username/password for your
SMTP-server.
- Use SSL to connect to the SMTP server - if a server requires a secure connection
-
Send HTML Emails - helpdesk will send HTML emails to users. Use BBCode to add HTML-formatting to your templates.
- Email Template - editing the email notification template. Possible substitution-masks:
- #What_Happened# - is replaced with the main notification text. i.g. "A new ticket has been created", or "Issue Updated: [message text]"
- #What_Happened_Short# - Same as #What_Happened#, but truncated to 100 symbols.
- #Category# - is replaced with the ticket category
- #Subject# - is replaced with the ticket subject
- #From# - who has submitted the ticket
- #Originator# - person that performed the action (added a comment or closed the ticket etc.)
- #Priority# - ticket priority
- #Status# - ticket status
- #Body# - ticket body
- #URL# - is replaced with a link to the ticket
- #Recent_messages# - recent entries from the ticket log
- #Most_recent_message# - one most recent entry from the ticket log
- #Custom_Fields# - custom field for the ticket
- #Company# - name of the ticket originator's company
Email-template supports BBCode, supported BBCode-tags are:
- [url=link] - link
- [color=#000000] - text color
- [size=2] - text size
- [font=Arial] - text font
- [b] - bold
- [i] - italic
- [u] - underline
- [table] - table, [tr] and [td] tags are also supported
- [code] - <code> html tag
- [img=imageUrl] - image
- [ul] - bulleted list
- [ol] - numbered list
- [li] - list item
Icoming Email handler settings
- Enable automatic email checker - turns on MAIL-IN service which checks a specified POP3/IMAP-mailbox for new emails and generates tickets (or adds a comment to existing tickets if it finds a special text in the email-subject) when a new email arrives. PLEASE NOTE: emails are removed from the server when the helpdesk imports them.
- Accept emails from unregistered users - allows HelpDesk to generate new tickets from unknown emails. In this case a new user with a newly generated stron gpassword will be added to the db. If this option is OFF, HelpDesk will try to find an email among the list of registered users. If it fails - nothing happens.
- Time interval - interval in minutes between mailbox checks.
- New tickets go the default category - default category for new tickets, generated from emails
The incoming email module works like this:
- The helpdesk software periodically checks a given mail account(s)
- When an email is detected - it adds a ticket to the helpdesk (or adds a comment to an existing ticket)
and removes the message from the server
- NOTE If there's been 5 (five) errors in a row connecting to the server, helpdesk increases the interval by doubling it
- NOTE If one or more CC addresses are found in the incoming email, the CC-users are added to a newly created tickets (this works for NEW messages, not emails ot existing tickets)
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