Account Settings

Account Settings – Profile & Organization
Account Settings - Admin Profile
Admin Profile
Personal identity and your profile photo
Click or drop an image here
PNG/JPG up to ~2MB. Preview below.
photo preview
Current photo
Click or drop a logo here
Transparent PNG recommended. Preview below.
Current logo
Organization Settings
Company identity, time & date preferences
Shown in headers, emails, and your customer portal.
Support Contact Info
Where customers can reach your team
Branding & Theme
Colors, header style, and page background
Use dark header
Affects the page background behind cards.
Security & Login – Settings
Security & Login
Password Management
Change your password and keep your account secure
Use upper/lowercase, number, and a symbol.
Two-Factor Authentication (SMS)
Receive a one-time code via SMS when you sign in
2FA: Disabled
We’ll send a 6-digit code to your mobile number when logging in.
Session Management
Review active sessions and sign out from devices you don’t recognize
Signed in
DeviceLocationLast Active
Location is approximate (IP-based).
Users & Roles – Access Control
Users & Roles — Access Control
Users
Add or remove users, assign roles, and set per-user ticket caps
Name Email Role Status Tickets (owned) Max Allowed
Per-user max overrides the role default (see Limits & Policies).
Roles & Permissions
Configure access by role for modules like Tickets, Reports, Settings, and Users
Roles: Admin, Supervisor, Agent, Viewer
Module · Capability Admin Supervisor Agent Viewer
Tip: click a column header to toggle an entire role on/off for a capability row (press and hold Alt to apply to the whole module group).
Limits & Policies
Set default ticket ownership limits per role. Users can override individually.
Zero means no cap. Agents often have caps to balance workload.
Invitations
Invite new users by email and track their status
Invites expire automatically after the selected period.
Email Role Invited Expires Status Link
Notifications & Preferences
Notifications & Preferences
Email & Push Notifications
Choose which events should alert you
Channels
Select how each event notifies you
Channels: Email, In-App, SMS, Slack, Push
Event Email In-App SMS Slack Push
Hold Alt and click a channel header to toggle the entire column.
Custom Rules
Granular controls & Do Not Disturb
to
Notifications are silenced during DND hours for selected days.
Not muted.
Sound & Alert Settings
Fine-tune audible + visual alerts
Status
Current delivery posture (honors DND and Mute)
Automation & Workflows
Automation & Workflows
Ticket Triggers
When conditions match, run actions automatically
# Name Conditions Actions Status
Order matters—rules run from top to bottom. Use ▲/▼ to reorder.
Custom Macros
Predefined response templates for faster replies
TitleShortcutPreview
Variables supported: {{ticket.id}}, {{customer.name}}, {{agent.name}}, {{company.name}}.
SLA & Escalation Rules
Response & resolution targets, plus automatic escalations
Breach alerts will be sent via selected channels.
Custom Fields
Create and manage ticket field types
# Name Key Type Required Visibility
Drag order with ▲/▼. Keys must be unique (used in APIs).