SupportPal Documentation

Personal Settings

Settings for the authenticated user only. Access by hovering over the user icon in the top right of the screen and clicking "Personal Settings" in the dropdown that appears.

Contents

Profile

Setting Name Description
First Name Your first name.
Last Name Your last name.
Email Your email address. This email will receive notifications depending on your settings and may be required if you need to reset your password in the future.
Country Your country.
Language Your language.
Timezone Your timezone. Will convert all the times in the system so they are in your timezone.
Avatar You can upload an avatar which is used throughout the system, it will search for a gravatar on your email address if no avatar is uploaded.
Operator Template The template viewed when using the operator panel.

Change Password

Lets you set a new password for your account, you will need to confirm your existing password before you can save it.

Two-Factor Authentication

You can enable Two-Factor Authentication for your account by scanning the QR code in to your favourite application (a list is provided on the page for each OS). Enter the code that is given when you have set-up the account in your decide and click 'Verify & Enable'. If valid, the 2FA Enabled toggle will now be green.

Two-Factor Authentication can be disabled by entering a valid code and clicking the 'Verify & Disable' button.

Ticket Settings

Setting Name Description
Ticket Reply Order While you have the operator panel open, it will poll for new tickets, replies and other operators logging in. These events can be shown as notifications, the following options are available:
  • System Default - The value set in the General Settings.
  • Ascending - Latest message is last.
  • Descending - Latest message is first.
Default Ticket Filter The ticket filter that is used when clicking the 'Manage Tickets' link. The default value 'None' will show all unresolved tickets.
Default Reply Options Lets you set what reply options should be set by default when replying to a ticket. The 'Send email to operator(s)' option is dependent on the 'Notify Operators' setting in each department. These options are not used when writing ticket notes.

Notifications

Setting Name Description
Email Notifications The events on which the system should email you notifications. The following options are available:
  • Tickets - Note that any tickets you watch will send you an email on notifications regardless of this option.
  • Failed Operator Logins
  • New Comments
  • Operator Message
Display Notifications While you have the operator panel open, it will poll for new tickets, replies, private messages and other operators logging in. These events can be shown as notifications, the following options are available:
  • Browser Notifications - In-browser notification.
  • Desktop Notifications - Notifications can be seen even if the window in minimised, requires enabling desktop notifications for the URL.
  • None - No notifications at all, will disable polling.