Configure helpdesk policies

Helpdesks divide support into departments and define how their tickets behave.

1. Open System → Settings → Support → Helpdesks and create or select a helpdesk.
2. Set Title, Email, Greeting and Signature. In a greeting, {name} inserts the client’s first name.
3. Set Close Tickets After (in hours) and Tickets Can Be Reopened?, then select Update.
4. Test a new ticket, staff reply and closed-ticket reply from the client area.

Choice	Effect
Hidden from clients…	Clients and guests cannot choose this helpdesk for a new ticket. Staff, existing replies and its mailbox can still use it.
Feedback request…	Sends a rating link when a ticket closes. See Ratings and feedback.
Tickets Can Be Reopened? → No	Prevents client and guest replies from reopening closed tickets.

Use a very large number of hours if you do not want automatic closing. Auto-close applies to tickets waiting for the client, rather than every open ticket.

Guest ticket availability is a separate setting under Support → General → Guest Tickets. Mailbox importing has its own Email-to-ticket settings.

Each helpdesk has its own greeting, signature, close timing, visibility and feedback policy.