Settings & API keys
Site identity, email connection, notification behaviour and the credentials for outside services.
What is it?
General configuration: site name and URL, timezone, incoming and outgoing mail settings, notification templates and triggers, and the encrypted store for third-party API keys.
Why does it exist?
This is where the desk connects to the outside world. A wrong SMTP setting here means every reply your team writes reaches nobody.
How does it work?
1
Set site name, URL and timezone — the timezone drives every SLA calculation.
2
Configure outgoing mail and send a test message before going live.
3
Configure incoming mail so customer replies thread onto the right ticket.
4
Review each notification trigger; too many emails train staff to ignore them.
5
Store third-party keys here rather than in code.
WHO USES IT
Administrator
WHAT MANAGEMENT ACHIEVES
One place to change how the system behaves, instead of a developer editing files on the server.
In practice
The company moves its mail to a new provider; one screen is updated and no other change is needed anywhere.
See this screen in the real software:
Open the live demo →