Helpdesk plugin has global settings available in admin area only (Administration > Helpdesk > General) and affected to all projects with active Helpdesk module
General settings
| From address | what recipients will see as a source of Helpdesk e-mails. May contain a name - John Smith <support@mail.com> or macro {%response.author%} <support@mail.com>, {%response.author.first_name%} <support@mail.com>.Please note: this e-mail should be the same as the account used for dispatching e-mails. If you want to have it different please check that your e-mail server allows fake e-mail addresses in FROM field. Otherwise, the actual source e-mail will be added to FROM field automatically. |
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| Save CC as contacts | all emails from CC will be parsed as new contacts and add to ticket |
| Send a note by default | Send note checkbox will be checked by default in all helpdesk tickets. In addition, this setting will be affected by sending responses to notifications directly to helpdesk contact. Learn more |
| Add the first email as contact note | first incoming message from the conversation will be added as a contact note |
| Assign contact user | if email sending contact has assignee, the ticket will be assigned to that user |
| Create private tickets | all incoming tickets will be marked as private issues |