Settings Guide

The Settings menu controls workspace behavior: how tickets get distributed to agents, ticket auto-close, ticket reuse, media retention, and read-receipt marking.

Open it via the sidebar → Settings, or go directly to /{locale}/dashboard/settings.

Nothing saves automatically. The Save button only appears when there's a pending change, and each section saves on its own.

Rotary System

Distributes incoming tickets across several agents in rotation, based on the order you set.

Turn on Enable rotary assignment.
Pick agents through the user selector.
Drag and drop to set the order.
Click Save.

Don't turn this on before your agent list is ready — with no agents selected, tickets won't get distributed.

[SCREENSHOT: Rotary System card with the switch on and the Selected agents list] settings-01-rotary-system.png

Autoclose Ticket

Closes tickets automatically when there's been no activity for a set number of hours.

Enter the number of hours on the Autoclose Ticket card.
Click Save.

Avoid setting this too short — a ticket can close before the agent or customer gets a chance to continue.

[SCREENSHOT: Autoclose Ticket card with the hours input] settings-02-autoclose.png

Ticket Threshold

Decides what happens when a new message comes in after an old ticket closes. Three modes:

Mode	Behavior
Create a new ticket after close	Always starts a new ticket.
Reuse within a time window	Reuses the old ticket, but only within X hours of closing.
Reuse the latest ticket forever	Always reuses the most recent ticket, no time limit.

Pick a mode on the Tresshold new ticket card, fill in the hours if using a time window (minimum 1), then Save.

Be careful with "forever" mode — old conversations can keep getting reused if it doesn't match your team's workflow.

[SCREENSHOT: Ticket Threshold card with the mode options] settings-03-ticket-threshold.png

Media Retention

Sets how long uploaded media stays available: 30 days or 60 days.

Open Choose media retention on the Media expiration card.
Pick a duration.
Click Save.

[SCREENSHOT: Media expiration card with the 30/60 days options] settings-04-media-retention.png

Privacy Mode

Stops a chat from getting marked as read just because it was opened. Messages get marked read once the agent replies.

Turn on Hide read receipts until you reply.
Click Save.

[SCREENSHOT: Privacy Mode card in the enabled state] settings-05-privacy-mode.png

Troubleshooting

Issue	Fix
Save button doesn't appear	Make sure a value was actually changed.
Changes disappear after reload	It wasn't saved yet — redo it and wait for the Settings saved notification.
Rotary isn't distributing tickets	Check the switch is on, at least 1 agent is selected, and it's been saved.
New messages land in the wrong ticket	Double-check the Ticket Threshold mode and its time window value.
Saving fails	Check your connection and login session, then try again.

For the full list of settings, their impact, and related docs, see the complete Settings guide.