General settings for options for what the end user will be able to see and choose for submitting tickets.
Log into the Admin center of Senso.cloud portal
Choose Service Desk then General Settings
General Settings:
Priority Settings: Users can define whether the priority is hidden, optional or required on creation of a support ticket for the organization.
Category Settings: Users can define whether the category is hidden, optional or required on creation of a support ticket for the organization.
Include weekends when calculating SLA dates: Users can enable or disable the inclusion of weekends for the SLA calculation.
Limit attachments: Users can enable or disable limitations on tickets, outlining the number of attachments allowed per ticket and the attachment size limit.
Allow tickets to be created without a queue: Users can enable or disable whether support tickets require a queue for valid creation
Click SAVE when all choices have been selected
Status
Add Status options for tickets or use the Default Status options, To Do, In Progress, Done that are provided.
Click Add to create custom status
Click Edit to change settings of already created Status
Click Delete to remove created status
Text: name custom status
Status Text color: select color options for custom status column in Panel View of created tickets.
Order: choose how options will be listed in the drop down menu during ticket creation or editing
Priority:
Add priority options for tickets or use the Default priority options, Low, Medium, High that are provided.
Click Add to create custom priority listings
Click Edit to change settings of created priority listings
Click Delete to remove created Priorities
Text: name custom priority
Order: choose how options will be listed in the drop down menu during ticket creation or editing
Priority Text color: select color options for priority status column in Panel View of created tickets.
Response Time: setting for ticket resolution. Estimated resolution time will be displayed in ticket panel
Fix Time: setting for how long it should take to fix and close ticket. Estimated resolution time will be displayed in ticket panel
Category:
Add category options for tickets or use the Default priority options, Hardware, Software, that are provided.
Click Add to create custom category listings
Click Edit to change settings of created category listings
Click Delete to remove created Categories
Text: Name custom category for organization in Ticket panel
