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 Section
| Name and Department | Appear at the top of any reports produced by SupportDesk |
| 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 Section
You can decide how SupportDesk should calculate elapsed times. Choose a 5, 6, 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 Section
Date Format  |
Specify the required Date Format for the input and display of dates. |
Call Audit Trail  |
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 |
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 Section
| Stop the Clock Calculation |
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:
| Force Call Resolution |
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 |
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 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 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.
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