Settings & Configuration
Complete guide to configuring and customizing your Loopdesk helpdesk system to match your organization's needs and workflows
System Settings Overview
Your Loopdesk system can be customized across multiple areas to fit your organization's specific requirements and workflows
Main Configuration Categories
General Settings
- Company information and branding
- Time zones and localization
- Default values and preferences
- System-wide policies and rules
User & Security Settings
- Authentication methods and requirements
- User roles and permissions
- Password policies and security rules
- Single sign-on (SSO) configuration
Ticket Settings
- Default statuses and priorities
- Custom fields and properties
- Workflow rules and automation
- SLA definitions and thresholds
Communication Settings
- Email configuration and templates
- Notification preferences and rules
- Customer portal customization
- Integration settings and APIs
Configuration Best Practices
Planning Phase
- Document current processes and requirements
- Identify customization needs and priorities
- Plan rollout strategy and user training
- Establish governance and change management
Implementation Phase
- Start with basic settings and gradually add complexity
- Test configurations in staging environment
- Involve stakeholders in validation process
- Document changes and maintain configuration records
Important: Always backup your configuration before making significant changes. Test in a staging environment when possible.
General Configuration
Configure your company information, branding, and basic system preferences
Company Information
Basic Company Settings
Organization Details:
1
Navigate to Admin → Settings → General → Company
2
Configure basic information:
Company Name:
Official organization name
Website URL:
Primary company website
Support Email:
Main support contact address
Phone Number:
Primary support phone line
Address:
Physical business address
Branding Elements:
Logo Upload:
Company logo for portal and emails
Favicon:
Browser tab icon
Color Scheme:
Primary and secondary brand colors
Custom CSS:
Advanced styling customization
Localization Settings
Regional Configuration:
Default Language:
Primary interface language
Timezone:
Default system timezone
Date Format:
Display preference (MM/DD/YYYY vs DD/MM/YYYY)
Currency:
For billing and financial displays
Number Format:
Decimal and thousand separators
Multi-Language Support:
- • Enable additional languages for customer portal
- • Configure language-specific email templates
- • Set up region-specific help content
- • Customize field labels and messages
System Preferences
Default Values Configuration
Ticket Defaults:
Default Status:
New ticket status (typically "Open")
Default Priority:
Standard priority level for new tickets
Default Department:
Fallback department for routing
Auto-Assignment:
Enable/disable automatic agent assignment
User Defaults:
Default Role:
Role assigned to new users
Default Permissions:
Standard permission set
Password Requirements:
Complexity and expiration rules
Session Timeout:
Automatic logout time
Operational Settings
Business Hours Configuration:
1
Navigate to Admin → Settings → Business Hours
2
Set operating schedule:
• Days of Operation: Monday through Sunday options
• Daily Hours: Start and end times for each day
• Holidays: Annual holiday schedule
• Time Zones: Multiple timezone support
SLA Configuration:
- • Response Time Targets: By priority level
- • Resolution Time Goals: Department-specific targets
- • Escalation Triggers: Automatic escalation rules
- • Business Hours Impact: SLA calculation rules
Security Configuration
Authentication Settings
Password Policies:
Minimum Length:
Character count requirements
Complexity Rules:
Upper/lower case, numbers, symbols
History:
Prevent password reuse
Expiration:
Force regular password changes
Account Lockout:
Failed login attempt limits
Session Management:
Timeout Settings:
Idle session limits
Concurrent Sessions:
Multiple login restrictions
Remember Me:
Persistent login options
IP Restrictions:
Whitelist/blacklist configuration
Data Protection
Privacy Settings:
- • Data Retention: Automatic cleanup policies
- • Personal Information: GDPR compliance settings
- • Audit Logging: Track all system changes
- • Backup Configuration: Automated backup schedules
Security Note: Review security settings regularly and keep them aligned with your organization's security policies.
Email Configuration
Set up email servers, templates, and notification rules for seamless communication
SMTP Setup
Email Server Configuration
SMTP Settings:
1
Navigate to Admin → Settings → Email → SMTP Configuration
2
Enter server details:
SMTP Server:
mail.yourcompany.com
Port:
587 (TLS) or 465 (SSL)
Security:
TLS/SSL encryption
Username:
SMTP authentication username
Password:
SMTP authentication password
Connection Testing:
- • Test SMTP connection before saving
- • Send test emails to verify delivery
- • Check spam folders and delivery logs
- • Validate authentication credentials
Email Routing
Incoming Email Setup:
Email-to-Ticket:
Convert emails to tickets automatically
Department Routing:
Route emails to specific departments
Customer Recognition:
Identify existing customers
Spam Filtering:
Block unwanted emails
Outgoing Email Configuration:
From Address:
Default sender address
Reply-To:
Response handling address
Return Path:
Bounce handling configuration
Email Signatures:
Department-specific signatures
Email Templates
Template Management
System Templates:
New Ticket Confirmation:
Customer acknowledgment
Agent Assignment:
Notification to assigned agent
Status Updates:
Ticket status change notifications
Resolution Notice:
Solution provided to customer
Satisfaction Survey:
Post-resolution feedback request
Custom Templates:
- • Department-Specific: Tailored templates per department
- • Priority-Based: Different templates by urgency
- • Customer Type: VIP vs standard customer templates
- • Multilingual: Language-specific templates
Template Customization
Template Editor Features:
Rich Text Editor:
Formatting and styling options
Variable Insertion:
Dynamic content placeholders
Preview Mode:
Test template appearance
Version History:
Track template changes
Approval Workflow:
Review before activation
Available Variables:
{customer.name} - Customer full name
{customer.email} - Customer email address
{ticket.number} - Ticket reference number
{ticket.subject} - Ticket subject line
{ticket.status} - Current ticket status
{agent.name} - Assigned agent name
{agent.signature} - Agent email signature
{company.name} - Your company name
{date.today} - Current date
{ticket.url} - Direct link to ticket
Notification Rules
Automatic Notifications
Trigger-Based Notifications:
Ticket Created:
Notify customer and agents
Status Changed:
Update all relevant parties
Agent Response:
Notify customer of replies
Customer Reply:
Alert assigned agent
Escalation:
Notify supervisors and managers
Scheduled Notifications:
- • Daily Digest: Summary of ticket activity
- • Weekly Reports: Department performance summaries
- • SLA Reminders: Approaching deadline alerts
- • Overdue Tickets: Past-due ticket notifications
Notification Preferences
Customer Preferences:
Email Frequency:
Immediate, digest, or none
Notification Types:
Which events trigger emails
Preferred Format:
Plain text or HTML
Opt-Out Options:
Unsubscribe from non-essential emails
Agent Preferences:
Assignment Notifications:
New ticket alerts
Customer Response:
Reply notifications
Escalation Alerts:
High-priority notifications
System Updates:
Maintenance and update notices
Custom Fields
Extend your helpdesk with custom fields to capture specific information relevant to your business
Field Types and Options
Text Fields
- • Single Line Text
- • Multi-Line Text
- • Rich Text
- • URL
Selection Fields
- • Dropdown
- • Multi-Select
- • Radio Buttons
- • Checkboxes
- • Tags
Data Fields
- • Number
- • Date
- • Time
- • Currency
- • File Upload
Asset Management
- • Asset ID
- • Purchase Date
- • Warranty Expiration
- • Department
- • Condition
Project Tracking
- • Project Code
- • Priority Level
- • Budget
- • Deadline
- • Stakeholders
Compliance Tracking
- • Regulation Type
- • Audit Date
- • Risk Level
- • Responsible Party
- • Documentation
Best Practice: Start with essential custom fields and add more based on actual usage needs. Too many fields can overwhelm users.
Integration Settings
Connect your helpdesk with external systems and services for enhanced functionality
API Configuration
API Access Setup
Navigate to Admin → Settings → API → API Keys
Create new API key with proper permissions and security settings
Popular Integrations
CRM Systems (Salesforce, HubSpot)
Communication Tools (Slack, Teams)
Monitoring Systems (Nagios, Datadog)
Single Sign-On (SAML, OAuth)
Configuration Management Checklist
Document all configuration changes with justification
Test configurations in staging environment first
Backup configuration before making major changes
Train users on new features and workflows
Monitor system performance after configuration changes
Review and update configurations quarterly
Maintain configuration documentation and change logs