Service Settings and sample data

Service Settings

Administration > Setup > Service Settings holds one row of settings for the whole service desk. Only a Service Manager can change it.

• Case Number in Email Subjects: puts [CS-001234] in front of every reply's subject, so customer replies find their case.
• Reopen on Reply Within (Days) and Close Resolved Cases After (Days).
• Acknowledgement Email, Acknowledgement Text and Blocked Senders: see Email to case and acknowledgements.
• Satisfaction Survey and Survey Open For (Days): Off, Draft for the Agent to Send, or Send Automatically. When a case is resolved, the customer gets an email with five rating links; their reply records the rating on the case. Ratings come only from customers.
• Tell People When a Case Is Assigned, Tell the Owner When the Customer Replies and Tell the Owner When an SLA Is at Risk: in-app notifications (the bell).
• Teams Channel Alerts Address: paste the address of a Teams workflow ("Post to a channel when a webhook request is received") to post to a channel; the three Teams switches choose new Critical cases, major incidents and SLA breaches. Leave the address empty for no alerts.
• Check SLAs Every (Minutes): how often the SLA check may run (15 to begin with). Last SLA Check says when it last ran.

Try it with sample data

On Getting Started, select Load sample data. In a few seconds a small fictional service desk appears: four organisations marked (sample), six people, two queues, four categories, four published articles and eleven cases marked [Sample] at every stage, with real priorities, due times and history. Open the dashboards and cases to see it all working.

When you are done, select Remove sample data. It removes exactly the rows it made and nothing else. If you loaded it moments ago, wait a minute: the app finishes setting up the sample cases first. Only a Service Manager can load or remove sample data.

The health check

At the bottom of Getting Started. Green: all is well. Amber: working, with something to look at (usually no queue yet). Red: something needs fixing, such as no default SLA policy. Each check says what to do.