Workspace Setup

The settings you'll touch in the first week, roughly in the order they matter.

General

Under Settings → General, set the workspace name, time zone, business hours, and default language for new users. The name appears in the navbar, customer emails, and the portal. Time zone and business hours affect SLA calculations, so configure both before setting SLA targets.

The board

Under Settings → Workflow Statuses, add or rename lanes, change their order, and select the default lane for new tickets. You can hide the Closed lane from the main view; closed tickets remain searchable.

Ticket types

Custom types (Bug Report, Feature Request, Billing Issue, whatever your team needs) live in Settings → Ticket Types. Each type can require its own fields and set its own default priority. Useful when bugs and billing tickets follow different intake forms.

Tags

Tags categorize individual tickets. They are used for board filters, automation conditions, and report breakdowns. Reuse a small, agreed vocabulary rather than creating slightly different tags for the same idea.

Canned responses

Save phrasings you find yourself typing repeatedly under Settings → Canned Responses. Agents insert them with a click when replying, then edit before sending. Canned responses support variables like the customer's name and ticket number, so they don't read as templated.