Administration
Multiple settings, not a single preferences panel
Forms, routing, SLAs, teams, permissions, portal settings, and automations.
Settings catalogue
Departments
Queues, teams, assignment ownership
Free
Forms
Custom fields, required rules, field order
Free
SLA policies
Calendars, breach alerts, response targets
Professional
Email channels
Inbound parsing, reply templates, signatures
Free
Roles
Agent, supervisor, billing, portal admin
Professional
Audit log
Configuration and ticket change history
Professional
Automations
Assignment, escalation, and notification rules
Professional
Portal branding
Logo, domain, colours, email theme
Professional
Configurable fields
Priority
Dropdown / Triage and SLA
Free
Affected asset
Asset relation / Asset history
Professional
SLA policy
Policy timer / Response targets
Professional
Automation rules
High priority escalation
Priority is High or Urgent to notify manager
Professional
Portal acknowledgement
New portal ticket to send receipt email
Free