The Tickets settings page in your BeDesk admin area gives you powerful control over how your helpdesk handles incoming support requests and communicates with your customers. Properly configuring these settings will help you streamline your workflow, improve agent efficiency, and provide a better customer experience.
Let's go through each setting available on this page.
This is the core feature for integrating your email support with the BeDesk ticket system.
Convert incoming emails to tickets: When this is toggled on, any email sent to configured addresses will be automatically converted into a new ticket in BeDesk. This ensures all support requests are centralized and tracked, regardless of how they come in.
Configure your incoming email handlers in Admin > Settings > Email > Incoming page.
These settings control how replies are handled between your agents and customers via email.
Turn incoming email into ticket replies: When a customer replies to a ticket notification email, this option will automatically add their reply to the corresponding ticket in BeDesk.
Send agent reply via email: Enable this to ensure that when your support agents reply to a ticket from within the BeDesk platform, the reply is sent as an email to the customer.
This setting helps provide context to your customers in email communications.
Include conversation history in replies: If you enable this, all email replies sent to customers will include the previous messages from the conversation. Most email clients already provide conversation history so it's usually best to keep this off to keep emails tidy.
Keep your customers informed from the moment they reach out.
Ticket received notification: Toggle this on to send an automatic email reply to a customer as soon as their ticket is created. This assures them that their request has been received and is in the queue.
This setting is useful if you use automatic assignment rules for your support agents.
Ignore tickets during assignment: When enabled, newly created tickets that are being automatically assigned will not count towards an agent's active conversation limit. This prevents agents from being overloaded by the automated system and allows for a more balanced distribution of active, real-time conversations.
This option controls who can create tickets through your help center.
Allow guest tickets: By enabling this setting, you allow visitors who are not logged into your help center to create support tickets. This is useful for capturing requests from potential customers or users who have not yet created an account. If this is disabled, only logged-in users will be able to submit tickets.