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General Settings

September 10, 2017


General settings can be found under uCare Support – Settings in the WordPress dashboard.

General Settings

Logo

Set the logo that you want to show on the login page as well as the help desk page. Upload the image file of your liking. Supports JPG & PNG files.

Favicon

The favicon is the small icon that shows up in your browser tab. Upload an image of your choosing. The favicon should be a square image of equal height and width for ideal appearance. Although any file size will work, it is recommended that your favicon size is 16×16 pixels.

Company name

Add your company name here. This will be used in email templates that get automatically sent to users.

Terms & Conditions URL

If you have a terms page that you want to link to, add the URL here. This URL will be displayed on the registration form.

Allow users to sign up

Is registration for support open to everyone ? if yes, then check this option. This plugin is compatible with default WordPress, WooCommerce and Easy Digital Downloads user roles. So, if you want to give access to support only to your customers, you can un-check this option. When you sell a product through WooCommerce or Easy Digital Downloads, your customers have the option to sign up when checking out. If they do, they will automatically have access to your uCare Support Help Desk page with the same login information.

e-Commerce Integration

When turned on, uCare will automatically display your WooCommerce/EDD products in a drop down in the Create Ticket form. This allows you and your customers to assign a ticket to a product.

Tickets Per Page

How many tickets do you want to show on every page ? Set the number in this option.

Maximum attachment size

Limit the file upload size from this option. This applies to images or files that you or your customers upload within a ticket. Be advised that this value cannot exceed the max file upload size that is set in php.ini. For example, if your server limit is set to 2Mb, the max in the support system will be limited to 2Mb even if you increase the value in the support system.

List Refresh Interval

The ticket list refreshes automatically without you having to reload the page. This setting allows you to control how often the auto-refresh occurs. Setting this value too low will use more resources from your server, so it is advised to keep this over 30 seconds.

Enable logging

The system has the ability to log all events. For example, when tickets are automatically closed, when emails are sent, when tickets are marked stale and more. This is turned off by default. Turning logging on will display all logs on the Reports page under Logs tab.

ucare support - log table preview

Inactive tickets

An inactive ticket is a ticket that hasn’t had any activity in a set number of days. This section allows you to control what happens to inactive tickets. If a ticket hasn’t had any activity on it in this number of days, uCare will automatically mark the ticket as stale. This is useful for searching/filtering old tickets that are not resolved yet. Stale tickets will show an icon added to the ticket in the ticket list.

Max Ticket Age

Set the number of days that you want the system to use when deciding if a ticket has gone in-active. The system labels tickets older than the max age as stale. The support system also has an automated notification that goes out to the customer letting them know that there’s a ticket requiring their response.

Auto-close tickets

Having to manually close tickets can be an effort, and leaving tickets open will clutter your help desk. Turn on this option to let the support system automatically close tickets for you if the customer has stopped responding. The ticket will be automatically closed 1 day after the max ticket age. For example, if the max ticket age is 4, then the ticket will be closed automatically after 5 days of inactivity.
Many customers forget to close tickets after you have resolved their issue. The auto-close will only happen if the ticket is in waiting status. The system will not close any tickets that are waiting for you or your agents to respond.


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