General
Security
Access Restrictions
Features
Custom Fields
Visual
E-Mail
Basic Paths and URLs
Help Desk Title
URL of Installation
Upload Directory
Image Location URL
Logo Image URL
Localization
Default User Language
Date Format
Time Offset
(e.g. +1) Current time:
Web-interface HTTP Charset
This can be useful if you set to convert all incoming mail to one charset or it's usual for using another encoding for you area. Set here charset, if you don't want to use default charset(latin1) for output. Charset should be set in standart charset mode for headers like: windows-1252, utf-8, koi8-r,.. etc.
Charset of outgoing E-mail
This is the setting for outgoing mail's charset. Set the charset if you don't want to use default charset(latin1) for output. Charset should be set in standard charset mode for headers like: windows-1252, utf-8, koi8-r,.. etc.
Admin User
Username
Main administrative username cannot be changed
Password
E-mail
Security and Validation
Minimum password chars
All user passwords must be longer than x charachters defined above. It is recommended you set this to 6 or above.
Use IP in Cookie
checked >
Enabling this will record the users IP address in the session cookie, which will then be checked on every user call. If your users experience session problems or automatic logouts you may want to try disabling this.
Approve new user registration
checked>
Admin must approve all new accounts
Auto register by e-mail
checked >
Auto-register all new users that log tickets by email
E-mail validation
checked >
User must verify email before account is active
Signup Notification
checked>
Send the Administrator an email when a new perlDesk account is created
ActiveDirectory Integration
Enable ActiveDirectory Authentication
checked onclick="showhide( this, 4)" >
style="display: none;" >
ActiveDirectory Server Hostname
ActiveDirectory Domainname
Forum Integration
Enable Forum Integration
checked onclick="showhide( this, 3)" >
style="display: none;">
Show Last Forum Threads
checked >
Forum URL
Forum SQL Host
Forum SQL Port
Forum SQL Database Name
Forum SQL Tables Prefix
Forum SQL Username
Forum SQL Password
Staff Access Restrictions
Allow Staff to Delete Tickets?
checked>
Staff can respond to a whole usergroup?
checked>
Maximum Days that staff can auto-close a ticket in advance
Users Access Restrictions
Users can see sub-status of tickets?
checked>
Users can see due-date of tickets?
checked>
Hide Tickets assigned to Internal Only departments?
checked>
Users can rate staff responses?
checked>
Enabling this feature will give the additional feature or tracking the satisfaction of your clients and users, when a ticket is closed a user will be able to rate the staff members response and add a comment.
Require Logged In User
Submit Request
checked>
View Ticket
checked>
Respond
checked>
Access Knowledge Base
checked>
Features
Articles
checked>
Troubleshooter
checked>
Downloads
checked>
Live Chat
checked
>
Desktop Notification Utility
checked>
style="display: none;">
Notification Address
Skype
checked>
style="display: none;">
Skype Name
Intelligent Answer Options
Intelligent Answer
checked onclick="showhide( this, 0)" >
Enabling this will try to find answers for every users request (logged via the web form) from the content in your Knowledge Base by matching up keywords. . Also, submiting will be in two stages: first - proposing the results to theuser, if the user is not satisfied by the proposed KB article(s), he can click on 'Submit' and ticket will be loged by standard method
style="display: none;">
Enable building IA related links in KB
checked>
Enabling this will try to use same method in the generation of related links in the footer of articles. Otherwise, it's based on keywords only.
Re-Build DB for Intelligent Answer
By clicking this - the whole database required for the intelligent answer system will be rebuilt and based on your current KB. This process can take some time.
Live Chat Button Code
HTML Code
<iframe src="<TMPL_VAR cfg.baseurl>/pdesk.cgi?do=chat_status" width="152" height="44" frameborder="0" marginheight="0" marginwidth="0" scrolling="no"> </iframe>
You can use the HTML code above on your pages to display the online/offline status indicators on your site, and allow your visitors to contact your staff through PerlDesk anywhere on your site.
Desktop Notification Utility
This utility is available from the PerlDesk license area and allows instant notifications to appear on your desktop when a new ticket is logged.
MD5 Key
Options
Default Ticket Sub-Status
Set on Ticket creation
Sub-Status List
separated by commas
Default number of days to 'CLOSE' an inactive ticket
An 'inactive' ticket is one without a user reply and can be closed after a certain period.
Permit Automatic Locking
checked>
This allows you to implement a feature preventing two staff replying to the same ticket, when a reply is initiated a ticket is temporarily locked.
Custom Ticket Questions
You can change the order these fields will appear on the submit ticket pages by modifying the order field, to delete a field leave order field blank
Ticket Field
Order
Add Ticket Field
Order
Custom Signup/Profile Questions
These fields will appear on the signup page and the users profile, you can remove them and/or add new fields.
Signup Field
Order
Add Signup Field
Order
Default Template
for Admin
for Staff
for User
Tickets List Settings
Color for Priority 1
1
Color for Priority 2
2
Color for Priority 3
3
Color for Priority 4
4
Color for Priority 5
5
Numer of tickets to show in list
Default tab in tickets list
Outgoing E-mail Transport
Sendmail
checked onclick="change_radio(0)">
SMTP
checked onclick="change_radio(0)" >
style="display: none;">
Sendmail Path
style="display: none;">
SMTP server
SMTP Authentication Type
SMTP Login
SMTP Password
Outgoing E-mail Settings
Outgoing E-mail FROM name
Outgoing E-mail FROM e-mail address
Outgoing E-mail Content-type
This setiing allows to set Content-Type of outgoing mail: text/plain or text/html. In the second case your emails templates should be configured correctly.
Email Tracking and Identification
-TICKET ID
Those fields allow you to customize the subject line of replies PerlDesk sends out, these are also used for tracking replies and email handling. WARNING: Changing this in an active help desk will result in existing tickets being dealt with as new requests rather than replies.
Check all new emails by:
Send attachments to users
checked>
E-mail Footer
You can add a footer to all outgoing emails below. This can be used for your companies email legal disclaimer or privacy poilicy.
<TMPL_VAR em_footer>