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Support settings shape how customer work is timed, automated, and opened from outside the workspace. Admins configure them under Settings → Support.

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Support hours

Support hours are the schedule a workspace treats as in-hours. SLA clocks use this schedule so time outside the window does not count the same way as staffed time. Open Settings → Support hours.

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SLAs

An SLA is a target for first response or resolution on conversations and tickets. Rules match work (for example by priority) and apply a clock. The SLA control on a conversation or ticket shows the current target. Open Settings → SLAs. SLAs follow the workspace plan. Existing rules stay visible if the plan later changes.

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Triggers

Triggers run an action when work matches conditions: assign a person, set a status, apply a label, or a similar update. Use them for routing that should not depend on someone noticing the inbox. Open Settings → Triggers.

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Customer portal

The customer portal is a signed-in site for customers of one workspace. Admins set branding, how customers sign in, which ticket fields they can see, and portal roles. Open Settings → Customer Portal. Customers use the portal host for that workspace, not the main app sidebar.

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Ticket forms

Ticket forms are the fields a customer fills in when they open a ticket from the portal. Admins choose which fields appear and which are required. Open Settings → Ticket forms.