Defaults at a glance
What a new desk starts with, and who changes each setting.
What a new desk starts with, and who changes it.
| Setting | Default | Changed by |
|---|---|---|
| Service desk mode | Internal service desk (new workspaces) | Administrator, Organisation > Service desk |
| Unknown senders (Service provider) | Hold for review | Administrator |
| Senders outside your domains (Internal) | Let them raise tickets | Administrator |
| Statuses | New, Open, Waiting on customer, Waiting on us, Solved | Administrator |
| Ticket type and flow | "Ticket" on "Standard" | Administrator |
| Categories | Support, Incident, Change, Request | Administrator |
| Customer response status per flow | Not set | Administrator, Flow tab |
| SLA | No policies, so no SLA; first enabled match from the top wins | Administrator |
| Hub mailbox connection | Disabled when created; checked hourly | Tenant Admin in the Hub |
| Lookback window | 24 hours | Tenant Admin in the Hub |
| Ticket received mail | Off | Administrator |
| Send the link automatically | Off | Administrator |
| Show who is handling the request | On | Administrator |
| Email customers when we answer | Off | Administrator |
| Let anyone raise a request | Off | Administrator |
| Reachable after closing | 30 days | Administrator |
| Portal address | None, so the portal cannot be reached | Administrator |
| Knowledge article audience | Staff only | Article author |
| Track time on tickets | On | Administrator |
| Put a cost on those hours | On | Administrator |
| Actually used time | Off | Administrator |
| Default rate | No default: supporters must choose | Administrator |
| Auto-lock rule | Off | Administrator |
| Time approval rules | None, so no sign-off | Administrator |
| Billing switch on account roles | Off for every role | Administrator |
| Tickets from recurring plans | On | Juvaro |
| Rounding of invoiced time and estimates | Up to the next quarter hour | Fixed |
| Automatic save of a timer paused 12 hours | On | Juvaro |
| Approval notifications and daily reminders | On | Juvaro (reminders) |
| Prepaid write-off after expiry | 14 days after the expiry date | Juvaro |
| CC list on a ticket | Empty; at most 20 people | Agents, automation, the customer's own mail |
| CRM customer synchronisation | Off | Juvaro |