Settings

Overview

Settings allow you to configure Support Hub to match your support workflow. Customize categories, priorities, statuses, quick replies, and general settings.

Settings Categories

Categories

Location: Settings > Categories

Configure ticket categories:

• Add/edit/delete categories
• Set category colors
• Configure SLA per category
• Set default priorities

Priorities

Location: Settings > Priorities

Configure priority levels:

• Add/edit/delete priorities
• Set priority colors
• Configure SLA multipliers
• Set display order

Statuses

Location: Settings > Statuses

Configure ticket statuses:

• Add/edit/delete statuses
• Set status colors
• Configure status types (active/resolved/closed)
• Set default status for new tickets

Quick Replies

Location: Settings > Quick Replies

Manage response templates:

• Create quick reply templates
• Organize by category
• Use placeholders
• Enable/disable templates

AI Controller

Location: Settings > AI Controller

Configure AI features:

• Enable/disable AI Reply
• Set AI behavior rules
• Configure response preferences
• Add custom instructions

General Settings

Location: Settings > Settings

Configure general options:

• Business hours
• Notification preferences
• Email settings
• Auto-assignment rules

Common Configuration Tasks

Setting Business Hours

1. Go to Settings > Settings
2. Enable business hours
3. Set working days
4. Set start and end times
5. Set timezone
6. Save

Configuring Notifications

1. Go to Settings > Settings
2. Find notification section
3. Enable/disable notification types:
   • New ticket notifications
   • Reply notifications
   • Assignment notifications
   • SLA warning notifications
4. Save

Auto-Assignment Rules

1. Go to Settings > Settings
2. Find assignment section
3. Configure rules:
   • Round-robin assignment
   • Category-based assignment
   • Load-balanced assignment
4. Save

Status Configuration

Default Statuses

• Open: New tickets, awaiting response
• In Progress: Being worked on
• Pending: Waiting for customer
• Resolved: Issue fixed
• Closed: Completed

Custom Statuses

Add statuses for your workflow:

• Escalated
• On Hold
• Waiting for Third Party
• Scheduled

Status Types

• Active: Ticket needs attention
• Resolved: Issue addressed, confirmation pending
• Closed: No action needed

Best Practices

1. Start simple - Don't over-complicate with too many categories
2. Use consistent colors - Make status/priority visually clear
3. Document settings - Keep record of configurations
4. Test changes - Verify settings work as expected
5. Train team - Ensure everyone knows the setup
6. Review periodically - Update settings as needs change

Next Steps

• Managing Tickets -- Start managing support tickets
• Categories & Priorities -- Set up ticket classification
• SLA Management -- Configure response time targets
• Quick Replies -- Create response templates
• AI Reply -- Set up AI-generated responses