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

Date can be displayed in different formats. You can customize how the date appears by selecting a preferred format, which will be shown on the right side of the date field. Time can be displayed in either 12-hour or 24-hour format, select the preferred start day of the week (Sunday/Monday) and you can choose from multiple UTC time zones. These settings apply to both the 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.

Organization ticket view

When this option is enabled, it allows contacts within the same organization to view and collaborate on tickets submitted by their colleagues directly from the customer portal. If disabled, contacts will only be able to access tickets they have personally submitted.

For tenants with HIPAA compliance enabled, this permission is automatically disabled to prevent the sharing of sensitive health information. In such cases, customers can only view their own tickets to ensure privacy and regulatory compliance.

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.

For accessing the General Settings page, agents should have the Manage settings permission assigned to their role. Refer to this article to know more about Roles and permissions.