Helpdesk settings and defaults

There are a number of settings for the helpdesk that must be configured before using the functionality. They can be found under Settings > Helpdesk > Helpdesk settings. This article will go over the available settings.

Activate helpdesk module

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Set to "Yes" to enable the helpdesk, and set to "No" to hide it from the menu.

Activate web portal

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Set to "Yes" to allow customers to raise tickets via the web portal. Set to "No" to only be able to use the helpdesk in the Brightpearl back office.

Send admin SMS when new ticket created

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Set to "Yes" to send an SMS message to each helpdesk administrator on creation of a new ticket.

Note: Any setting relating to SMSes requires the Clickatell app to be installed and connected to your Clickatell account.

Set creator as owner of ticket

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This setting governs whether a staff member creating a ticket in the Brightpearl back office is automatically assigned the ticket, or whether it is left as "unclaimed".

Helpdesk customers receive email by default

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Choose "Yes" to automatically send the customer an email when their ticket is created or updated. This can also be set on a ticket-by-ticket basis.

Helpdesk customers receive SMS by default

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Choose "Yes" to automatically send the customer an SMS when their ticket is created or updated. This can also be set on a ticket-by-ticket basis.

Note: Any setting relating to SMSes requires the Clickatell app to be installed and connected to your Clickatell account.

When customer replies on portal, set status to

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Choose what status to assign the ticket when a customer leaves an update.

Learn more about ticket statuses here.

Allow customer to close tickets

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Choose whether to display the "Close ticket" button in the portal, to allow customers to close tickets themselves.

Status for new tickets

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Choose the status for new tickets created by both customers in the web portal and staff members in the back office.

Learn more about ticket statuses here.

Ticket closed status

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Choose the status used to determine whether a ticket is closed. Setting the ticket to this status will close it.

Learn more about ticket statuses here.

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