Company Configuration

In the Company Configuration menu you can enter identification details of your company. The company name and department fields appear at the top of reports and summaries produced by SupportDesk. More importantly, you can set options for the system, and in particular, the ticket dialogue.

To access the Company Configuration page, navigate to Settings > Company Configuration:company configuration dropdown

Company Configuration Sectioncompany configuration section

Name and Department Appear at the top of any reports produced by SupportDesk
E-Mail This address is used when you publish a ticket submission form
Website The location (URL address) of your company or department’s home page on the web. This field is used when you publish a ticket submission form

Office Work Hours & Holidays Sectionpffice work hours & holidays

You can decide how SupportDesk should calculate elapsed times. Choose a 56, or 7 day working week and define the number of working hours by declaring a Start and Stop Time for the working day. Elapsed times are calculated as the number of working days, hours, and minutes that have elapsed since the ticket was opened.

Configuration Sectionconfiguration section

Date Format dropdown icon Specify the required Date Format for the input and display of dates.
Call Audit Trail checkbox icon Leave ticked if notes are to be created automatically when the product, assignee, or category fields are changed at the ticket dialogue.
Call Auto-Allocate checkbox icon Tick this box if you would like SupportDesk to automatically assign a new ticket to a login. To use this feature, you will need to create Resource Allocation records in order to determine the most eligible login for the ticket.

Category Management Sectioncategory management section

Stop the Clock Calculation dropdown icon Indicate if the SLA report is to be adjusted to allow for periods a ticket was on hold

On Closing Call Section

Use the following two fields to specify actions when a ticket is closed:on closing call section

Force Call Resolution checkbox icon Tick this box to initiate a note when a ticket is closed in order to enter a reason for closure. Alternatively, you can set the Solution field to be mandatory on ticket closure in the Data Dictionary
Auto-Archive checkbox icon Tick this box if you wish tickets to be immediately transferred to archive when closed. If you tick this box, closed tickets will be transferred irrespective of the login’s level of functionality

Sales Opportunities Sectionsales opportunities section

Tax Rate Local sales tax rate. Used in sales opportunities and purchase orders
Shipping Enter a set charge for shipping. Used in sales opportunities and purchase orders

Automatic Reference Number Generation Sectionautomatic reference number generation section

Tick the boxes if references are to be generated automatically when creating the indicated records. Leave un-ticked if you want to enter a unique reference each time.