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General settings allow you to customize the core behavior of your helpdesk system, including branding, ticket handling, workflows, and user signup options.

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Branding

Customize the appearance of your helpdesk portal.
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brand_name
string
The name of your brand displayed throughout the helpdesk interface.
Your company logo displayed in the helpdesk portal. Recommended size: 200x50 pixels.
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favicon
file
The favicon displayed in browser tabs. Should be a square image (e.g., 32x32 pixels).

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Ticket Settings

Configure default behaviors for ticket management.

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Feedback Options

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is_feedback_mandatory
boolean
default:"false"
When enabled, the feedback dialog will be shown when a user tries to close a ticket from the customer portal.
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enable_comment_reactions
boolean
default:"false"
Allow users to react to comments with emojis.

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Team Restrictions

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restrict_tickets_by_agent_group
boolean
default:"false"
Restrict tickets to be viewed and managed by team members only.
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do_not_restrict_tickets_without_an_agent_group
boolean
default:"false"
When team restrictions are enabled, this option allows tickets without a team to be visible to all agents.Only available when restrict_tickets_by_agent_group is enabled.
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assign_within_team
boolean
default:"false"
Restrict agent assignment to only members of the selected team.Only available when restrict_tickets_by_agent_group is enabled.
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disable_saved_replies_global_scope
boolean
default:"false"
Agents will no longer be able to view and create saved replies with global scope.Only available when restrict_tickets_by_agent_group is enabled.

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Status Automation

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auto_update_status
boolean
default:"false"
Enable automatic status updates when agents respond to tickets.
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update_status_to
string
The status to update tickets to when an agent responds.Must be a valid ticket status. Only applies when auto_update_status is enabled.

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Auto-Close Configuration

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auto_close_tickets
boolean
default:"false"
Enable automatic closing of stale tickets.
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auto_close_status
string
Tickets in this status will be automatically closed after the specified number of days.Must be a status with “Resolved” or “Paused” category. Required when auto_close_tickets is enabled.
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auto_close_after_days
number
default:"30"
Number of days to wait before auto-closing tickets in the specified status.Must be 1 or greater. Required when auto_close_tickets is enabled.

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Ticket Creation

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allow_anyone_to_create_tickets
boolean
default:"false"
Anyone will be able to create tickets without any permission (e.g., from webform).
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default_ticket_type
string
The default type assigned to all new tickets.Must be a valid HD Ticket Type.

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Working Hours Banner

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enable_outside_hours_banner
boolean
default:"false"
Display a customizable banner message when customers raise tickets outside your working hours.
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outside_working_hours_message
text
The message displayed to customers when creating tickets outside working hours.Supports Jinja templating. Only applies when enable_outside_hours_banner is enabled.See the Outside Working Hours Banner documentation for available variables.

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Workflow & Knowledge Base

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prefer_knowledge_base
boolean
default:"false"
When enabled, the system will prioritize showing knowledge base articles before ticket creation.
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skip_email_workflow
boolean
default:"false"
When enabled, automatic email notifications for ticket updates will be disabled.

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User Signup

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disable_signup
boolean
default:"false"
When enabled, new users will have to be manually registered by system managers.This setting is stored in Website Settings.

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Example Configuration

import frappe

# Update general settings
frappe.db.set_value("HD Settings", "HD Settings", {
    "brand_name": "Acme Support",
    "auto_close_tickets": 1,
    "auto_close_status": "Resolved",
    "auto_close_after_days": 30,
    "is_feedback_mandatory": 1,
    "enable_comment_reactions": 1,
    "restrict_tickets_by_agent_group": 1,
    "assign_within_team": 1
})

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Validation Rules

  • auto_close_after_days must be greater than 0 when auto-close is enabled
  • Email content fields are validated as Jinja templates
  • Feedback status must be of “Resolved” category
  • Only one account can be set as default incoming/outgoing for emails

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