Administration

Admin Panel This is the start page for the administrator's panel that links to other administrative areas. General settings — Edit design, colors, custom l...

General Settings Adjust the app settings and click "save changes" button. Design Settings Header background color — Set the top bar color. A dark color is...

Email Settings Incoming Email Handler Settings The incoming mail handler periodically checks given mailboxes every 1-5 minutes and generates tickets from inco...

Ticket Categories This page lists all ticket categories available in the system. Click on a category name to edit its properties. Click "delete" to remove a...

Edit Category You can adjust a category's name and section on this page. You can optionally specify a "description" for the category (HTML allowed) that will b...

Custom Fields "Custom Fields" are additional properties you want your tickets to have. For example, you might want to add a field named "Computer model" so the...

Custom Statuses You can add Custom Statuses to your tickets, besides the default ones ("New", "In process" and "Resolved"). Every custom status has a name and ...

Edit Custom Status Use this page to edit the custom status for your tickets. The most important settings are the status name and the "button name" (caption for...

Custom Priorities You can add Custom Priorities to your tickets under "Admin > Custom priorities". Custom priority levels are user-defined categorizations ...

Tags The Tags Management section is designed to help organize tickets, knowledge base articles, asset records and "ideas" from the ideas forum. By assigning ta...

Canned Responses Regardless of the industry, repetitive questions are a common occurrence. That's where Canned Responses come in. Use the "Admin > Canned r...

Automation Rules Automation rules is an if this — then do that engine built into the app. A rule says when X happens — and Y conditions are met — do Z . R...

Incoming Email Servers Add/remove a POP/IMAP/O365 mailbox that the app will check: POP3/IMAP-server hostname — Server hostname or IP address. Server port...

Integrations SalesRep App supports integration with multiple third-party apps and services: ChatGPT / AI Assistant — AI-powered response generation, summar...

AI Assistant The AI Assistant leverages large language models to help support teams work efficiently. Supported AI Providers OpenAI — Standard OpenAI API ...

User Lookup The "User Lookup" feature allows you to pull additional user information from any external service or API. The information received from the remote...

Import & Export SalesRep App allows importing and exporting tickets and KB articles from outside sources. Import Tickets from CSV Upload a CSV file with ...

Support Widget Under "Admin > Live Chat Widget", you can configure and integrate both a live chat widget and a "Contact Us" widget into your website. The li...

Rule Actions Reference Here are the actions available in the Automation Rules engine. Each rule can have one or more actions that execute when the trigger fire...

Rule Conditions Reference Conditions are optional filters that narrow down when a rule's actions execute. A rule fires only when the trigger occurs and all s...

News & Announcements The "News" page allows publishing important news and announcements for your users. The news items are displayed to users on the Knowle...