How to Configure General Help Desk Settings

Some common organization-wide settings can be configured using the general settings configuration page. The general settings of the Help Desk can be found under the settings section in Admin Centre.

Date and time settings

The date can be displayed in many different formats. You can choose the required format and the selected format will display on the right side of the date field. Time can be set in two different formats, 12 hours and 24 hours clock. Several UTC time zones are available. You can select the desired time zone from the list. The date and time settings can be applied to both agent and customer portals.

Powered by BoldDesk Branding

You have the option to remove the Powered by BoldDesk branding from the customer portal.

To remove the Powered by Branding, you can enable the checkbox as shown below.

Multiple contact groups

A contact can be mapped to a maximum of 100 contact groups, when the multiple contact groups checkbox is enabled. After enabling this setting for the “Contact X”, that contact can be a part of “Contact Group 1” and “Contact group 2” at the same time.

Enable multi forms for tickets

With this feature, brands can now utilize multiple ticket forms instead of being limited to a single fixed form. This feature is available only in the Enterprise/Business plan.

When multi-form is enabled and multiple forms are mapped to a brand, users will see a new “Form” field that allows them to select the appropriate form when creating a ticket. This field is visible in both the customer and agent portals, enhancing usability and accessibility during the ticket creation process.

Enable CC field

You have the option to enable or disable the CC field for your customers.

• If this option is enabled, agents and customers will be able to add or change CCs from the agent and customer portals, as well as from the support email replies.

• If it is disabled, even agents will be unable to add CCs to tickets and activities. Furthermore, other options in the CC field Settings will be unavailable for configuration.