Only Helpdesk admins can change these settings.
SLA clocks only run during business hours. Holidays aren’t taken into account yet.
In business hours. Changes apply to tickets created or re-prioritised from now on.
Used when billing ticket time. A ticket on an hourly project uses the project’s rates first; then the account’s rate below; then the default.
An agent user is a bot that answers through the agent API with its own keys. It never signs in. Keys are shown once; keep them in your agent’s secret store. Pausing refuses every agent write at once.
Copy this key now. It won’t be shown again.
Escalated tickets go to the escalation owner, and the agent can no longer reply on them until someone hands them back. The agent only sees tickets handed to it.
Customers can write anything, including instructions aimed at your agent. Keep drafts on until you trust its answers, and keep anything sensitive in notes hidden from it.
When a ticket is solved, the customer gets an email asking how it went: good, okay or bad, with an optional comment. The link works once and expires after 14 days. Only companies Senots approved to send email get it.
Senots tells your systems when a ticket is created, a customer replies, a ticket is assigned, its status changes or it is escalated. Each delivery is signed; details are fetched through the agent API. At most 5.
After saving, a URL’s query string is hidden, like the auth header value. Test events count toward the hourly limit (one per webhook every 10 seconds).
Senots hasn’t approved this company to send webhooks yet. Contact Senots to ask for it.
Copy this signing secret now. It won’t be shown again.
Customers email your inbound address (or your own address forwarding to it) and each email becomes a ticket or a reply on one. Replies to customers are emailed from Senots as “your company via Senots”.
Senots hasn’t approved this company to send email yet: replies are recorded, not emailed. Contact Senots to ask for it.
