Support → Settings → Miscellaneous → Advanced
Public mode
If enabled, it will convert the ticketing system to a public forum where all users can see all tickets but can not reply to other’s tickets until allowed. Agents can see tickets allowed to them, you can set Agent role capabilities at Support > Support Agents > Agent Role.
Allow others to reply to public tickets
If enabled, users can reply to other users’ tickets. This setting is applicable only when the public mode is enabled.
Reply confirmation
When a user or support agent clicks on the reply button in an individual ticket, the system will ask for his confirmation if enabled.
Thread date display as
This setting decides how a ticket thread (reply, note, log) date is displayed. There are two options available, as given below.
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- The Date Difference will display the date as the difference between the thread date and the current time. For example, 1 hour ago, 20 minutes ago, etc.
- The Date Format will display the date as per the given format in the below setting.
Please check below screenshot for preview of thread date display:
Date Difference
Date Format
Thread date format
You can set the date format for the thread date as we discussed in the above setting.
For example, if you set “F d, Y h:i A”, the thread date will be displayed as “October 31, 2022 06:28 AM”.
Click here for a reference to placeholder characters used within the date format.
Do not notify the owner
An agent can create a ticket on the user’s behalf if allowed. While creating a ticket for the user, a checkbox “Do not notify owner” will be added to the ticket form if this setting is enabled. If the agent checks this checkbox, the system will not send a confirmation email to the customer.
Do not notify the owner status
You can set whether you wish to set the Do not notify owner checkbox to checked or not.
Ticket id
You can set whether you wish to have new ticket ids should be Sequential or Random in this setting.
Starting ticket id
For the Sequential ticket IDs of new tickets, you can set the starting ticket ID in this setting. The starting ticket id should be greater than the current ticket ID if you have existing tickets in the database.
Ticket history macro threads
You can set a number of previous threads that should be returned by {{ticket_history}} macro.
Register user if not exist
If enabled, when a guest user creates a new ticket, his user account is created for WordPress.
Auto archive closed tickets
This setting automatically archives closed tickets.
You can choose how many days, months, or years after a ticket is closed.
Set the value to 0 to disable this setting.
Permanently delete archived tickets
This setting controls how long archived tickets are kept in the database.
After the set time, archived tickets are permanently deleted.
Set the value to 0 to disable automatic deletion.
Permanently delete deleted tickets
This setting controls how long deleted tickets are kept in the database.
Deleted tickets are stored temporarily.
After the set time, they are permanently deleted.
Set the value to 0 to disable automatic deletion.
CC & BCC
Enable or disable CC and BCC fields in an individual ticket’s reply/note section.
View more/less thread
Enable or disable the short view of the ticket thread.
Allow reply to closed tickets
You can set whether you wish to allow the reply to closed tickets.
Raised By User
When an agent creates a ticket on the customer’s behalf, you can set whether you wish to insert the first thread in the name of a customer or an agent.
My Profile and Agent Profile
You can enable or disable the “My Profile” and “Agent Profile” tabs on the support page.
Ticket URL authentication
When a user visits the website via the ticket URL while not logged in, you can set whether you wish him to authenticate himself by logging in or not to access the ticket.
Ticket URL authentication when disabled
Ticket URL authentication when enabled
Allow the agent to self-assign the ticket
Agents who can change the Assignee can assign an unassigned ticket to themselves. This option will be seen in the “Assignee” widget on the unassigned Ticket page.
Reply and Close button
You can enable or disable the Reply & Close button which is present below the text area.
