Support Settings

Configure how the help desk behaves — email, business hours, and SLA targets.

What to set

1. Go to Support → Settings.
2. Configure:
   • Email — the inbound/outbound mail so tickets can be created from and replied to by email (SMTP/IMAP host and ports, e.g. 587 / 993, and a from name like DashX Support).
   • Business hours — used to calculate SLA timers so out‑of‑hours time doesn't count against you.
   • SLA targets — response/resolution goals that tickets are measured against (surfaced on Tickets and Analytics).
3. Save.

tip

Set business hours before your SLA targets — otherwise a ticket that arrives Friday night looks "breached" by Monday when it was actually answered on time.