{"id":21568,"date":"2023-08-26T12:23:37","date_gmt":"2023-08-26T12:23:37","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/?page_id=21568"},"modified":"2025-01-29T09:33:31","modified_gmt":"2025-01-29T09:33:31","slug":"admin-guide","status":"publish","type":"page","link":"https:\/\/help.desk365.io\/en\/collections\/admin-configuration\/","title":{"rendered":"Admin Configuration"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"21568\" class=\"elementor elementor-21568\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6b001d5 e-flex e-con-boxed e-con e-parent\" data-id=\"6b001d5\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1490a46 elementor-widget elementor-widget-html\" data-id=\"1490a46\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<nav aria-label=\"breadcrumbs\" class=\"rank-math-breadcrumb\"><p><span class=\"last\">All Collections<\/span><\/p><\/nav>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e43aa98 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"e43aa98\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"55\" height=\"55\" viewBox=\"0 0 55 55\" fill=\"none\"><path d=\"M55 27.5C55 42.6878 42.6878 55 27.5 55C12.3122 55 0 42.6878 0 27.5C0 12.3122 12.3122 0 27.5 0C42.6878 0 55 12.3122 55 27.5Z\" fill=\"#C9D1FF\"><\/path><path d=\"M45.5 45C45.5 43.0425 42.9406 37.5884 38.2129 36.7649L35.2581 43.9708\" stroke=\"#1F274F\" stroke-width=\"1.5\"><\/path><path d=\"M26.4058 44.0544C26.4058 42.1625 28.4309 37.8852 32.6322 37.0891L35.258 44.0547\" 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22.2035 15.47 21.6103 15.47 20.8786C15.47 20.1469 16.1379 19.5537 16.9619 19.5537C17.7859 19.5537 18.4538 20.1469 18.4538 20.8786C18.4538 21.6103 17.7859 22.2035 16.9619 22.2035ZM16.9619 21.3202C17.2366 21.3202 17.4592 21.1225 17.4592 20.8786C17.4592 20.6347 17.2366 20.4369 16.9619 20.4369C16.6872 20.4369 16.4646 20.6347 16.4646 20.8786C16.4646 21.1225 16.6872 21.3202 16.9619 21.3202Z\" fill=\"#1F274F\" stroke=\"#1F274F\" stroke-width=\"0.4\"><\/path><path d=\"M36.8496 34.5946C36.8496 35.1171 36.4043 35.5406 35.855 35.5406C35.3057 35.5406 34.8604 35.1171 34.8604 34.5946C34.8604 34.0722 35.3057 33.6487 35.855 33.6487C36.4043 33.6487 36.8496 34.0722 36.8496 34.5946Z\" fill=\"#1F274F\"><\/path><path d=\"M40.0325 33.2184C39.0748 33.921 36.9403 35.1965 36.0633 34.6772\" stroke=\"#1F274F\" stroke-width=\"1.3\"><\/path><path d=\"M9 11L33.5 11\" stroke=\"#1F274F\" stroke-width=\"2\"><\/path><line x1=\"10\" y1=\"10\" x2=\"10\" y2=\"45\" stroke=\"#1F274F\" stroke-width=\"2\"><\/line><line x1=\"10.1934\" y1=\"44\" x2=\"45.9998\" y2=\"44\" stroke=\"#1F274F\" stroke-width=\"2\"><\/line><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7eaf646 elementor-widget elementor-widget-heading\" data-id=\"7eaf646\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Admin Configuration<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d3b2129 e-flex e-con-boxed e-con e-parent\" data-id=\"d3b2129\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-410192e cdoc-c elementor-widget elementor-widget-Docly_single_doc\" data-id=\"410192e\" data-element_type=\"widget\" data-widget_type=\"Docly_single_doc.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t            <div class=\"container\">\r\n                <div class=\"row\">\r\n                                            <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Configuring Ticket Fields and Forms<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/understanding-ticket-statuses-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Understanding ticket statuses in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/customizing-ticket-statuses-in-your-desk365-helpdesk\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Customizing ticket statuses in your Desk365 helpdesk                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/adding-custom-ticket-types-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Adding custom ticket types in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/customizing-the-create-ticket-form-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Customizing the create ticket form in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/creating-custom-ticket-forms-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Creating custom ticket forms in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/using-dropdown-with-sections-field-in-your-ticket-form\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Using dropdown with sections field in your ticket form                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/using-nested-dropdowns-in-your-ticket-form\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Using nested dropdowns in your ticket form                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/using-read-only-text-field-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Using read only text field in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Configuring Canned Responses<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/setting-up-canned-responses-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Setting up canned responses in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/understanding-placeholders-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Understanding placeholders in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Configuring Ticket Closures<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/setting-up-closure-rules-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Configuring closure rules in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/allowing-contacts-to-close-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Allowing contacts to close tickets                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Setting up SLAs<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-slas-and-apply-them-to-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Configure SLAs and apply them to tickets                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-pause-the-sla-timer\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> How to pause the SLA timer?                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/configuring-multiple-business-hours-and-holiday-lists\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Configuring multiple business hours and holiday lists                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Configuring Surveys<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/create-and-send-customer-surveys-from-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Create and send customer surveys from Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Announcements<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-create-and-send-announcements-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> How to create and send announcements in Desk365?                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Change and Approval Workflows<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/change-approval-management\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> A comprehensive guide to change\/approval management in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                        <\/div>\r\n                <div class=\"text-center\">\r\n                    <a href=\"https:\/\/help.desk365.io\/en\/collections\/admin-configuration\/\" class=\"doc_border_btn all_doc_btn wow fadeinUp\">\r\n                        <i class=\"arrow_right\"><\/i>\r\n                    <\/a>\r\n                <\/div>\r\n            <\/div>\r\n            \t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Admin Configuration Configuring ticket fields and forms Understanding Ticket Statuses in Desk365 Customizing ticket statuses in your Desk365 helpdesk Adding Custom Ticket Types in Desk365 Customizing the Create Ticket Form in Desk365 Creating Custom Ticket Forms in Desk365 Using Dropdown with Sections field in your ticket form Using Nested Dropdowns in your ticket form Using [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"class_list":["post-21568","page","type-page","status-publish","hentry","no-post-thumbnail"],"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/21568","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=21568"}],"version-history":[{"count":22,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/21568\/revisions"}],"predecessor-version":[{"id":30457,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/21568\/revisions\/30457"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=21568"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}