This article describes the service desk settings to configure the general settings of your support portal such as the default language, timezone and also security settings to ensure secure communication through your support portal.


In the Global settings > Account settings >Service Desk settings The service desk settings is includes the following settings:

  • General settings

  • Security settings

  • Ticket sharing

  • Admin notifications

  • Attachment file types

General settings

Follow these steps to configure the settings:

  1. Specify the language you want to configure for your service desk.

  2. Select the date format from the drop-down.

  3. Select the time format as 12-hours or 24 hours from the drop-down.

  4. Select the default currency.

  5. By default, the time zone is specified. 

  6. By default, the Next ticket ID # value is specified. Admins can specify the ID for the next ticket to be created here.

Security settings
 Follow these steps to configure the settings:


  1. Enable the Session timeout toggle button to set the session timeout between 5 minutes and 365 days.

  2. Enable the Authentication for public URLs toggle button to allow only logged-in users to access public ticket URLs and approval URLs. 


Ticket Sharing

Follow these steps to configure the settings:


  1. Enable the Share tickets using public links toggle button to allow users to share tickets using publicly shareable links.

  2. Enable the Share tickets outside restricted groups toggle button to allow agents to share tickets in restricted groups with users outside the groups.

  3. Enable the Allow contacts to share tickets toggle button to allow contacts to share tickets with others users of their organization from the support portal.


Admin Notifications

Follow these steps to configure the settings:

  1. Select one or more an account admin to whom you want to send the notifications for the following:

    • Agent is added or deleted

    • Agent API key is enabled or disabled

    • Agent's portal is modified

  2. Select one of the file types allowed as attachments:

    • All file types - All file types can be uploaded as attachment. 

    • Specific file types - Allows only types of file which can be uploaded as attachments. Optional, select the checkbox if you want to allow files without extension.

  3. Click Save.