All the global settings for support related documents can be found in Support Settings.

To access Support Settings, go to:

Home > Support > Settings > Support Settings

1. Service Level Agreements

1.1 Track Service Level Agreement

Enable this feature to start using and tracking Service Level Agreement in Issues.

1.2 Allow Resetting Service Level Agreement

This feature enables a user to reset the Service Level Agreement (SLA) within Issues. Users will find a “Reset Service Level Agreement” button for Open Issues in the Service Level tab. Clicking on this button before the SLA expires will reset it. The support team user will need to provide a reason for resetting the SLA.

2. Issues

2.1 Close Issue After Days

Any issue marked as “Replied” or “Resolved” will automatically close after the specified number of days set in this field. However, if the customer responds to a closed issue, it will reopen.