In the workspace settings, you can define general options and configure key features related to tickets.
Fields / Functions | Description |
|---|---|
Workspace Display Name | The name of the workspace displayed in the top-left corner. |
Default Language | The default language assigned to newly created users. |
Tickets | |
Reopen closed tickets when a new message is received. | When enabled, closed tickets are automatically reopened when a new message is received. When disabled, a new ticket will be created instead. |
Include previous messages when replying to a ticket. | Automatically includes the previous message in your reply. When disabled, the conversation history won’t be included. |
Ignore auto-reply messages when creating new tickets. | Automatically ignores auto-reply messages (e.g., out-of-office replies) when creating new tickets. When disabled, these replies are added to the ticket as new messages. |
Generate a ticket AI summary automatically when a new message is created. | Automatically generates an AI summary of the ticket conversation once at least two messages are present. The summary is updated each time a new customer message is received. |
Enable customer satisfaction rating. | Enables the customer satisfaction survey. A rating link is added below each outgoing message, and the responses are visible in the ticket and reports. |
Show text-based ratings instead of smileys in customer satisfaction emails. | Displays text labels instead of smileys in customer satisfaction surveys. |
Some features are only available with the appropriate subscription plan.
