Setting default PSA values

You can define default values for many PSA features.

Initial system default settings are applied on the activation of all existing customers. When new customers are subsequently created, the current default settings (listed below) are applied to the customer's service desk settings. When you later update the default settings, the customer's service desk values are not automatically updated, and must be updated manually.

You can override the general default settings with customer-specific values in each customer's settings. To access these customer-specific settings, go to Clients, click the ellipsis icon for the relevant tenant, and then select Configure. Then click the Configure tab, and under the Service desk section, click the pencil icon to update the relevant default settings for the selected customer.

The values that can be updated include:

  • Default SLA

  • Default category

  • Default priority

  • Default group

  • Default support user

  • Default primary contact

  • Customer documentation.

The Days off per year setting can be updated in the User settings section. To access these settings, go to My Company > Users, select the relevant user, and then click User settings.

To define default values

  1. Go to Settings > Service desk.

  2. Select Default values.

    The list of default values is available:

    • Default SLA: The default SLA applied to tickets.

      By default, Default SLA is selected.

    • Category: The default ticket category.

      By default, Hardware issue is selected.

    • Default priority: The default priority for tickets.

      By default, Normal is selected.

    • Default group: The default group for tickets.

      By default, Support group is selected.

    • Default support user: The default support user for tickets.

      By default, the user who activated the PSA service is selected. Alternatively, you can select Ticket pool, to ensure that new tickets are automatically assigned to the Ticket pool, rather than a specific user.

    • Days off per year: The default days off per year for users.

      By default, 15.

    • Remaining days off policy: The organizational policy for any remaining days off for users.

      When a new year begins (1 January, 00:00), PSA automatically recalculates the PTO balances for all users with a PSA role according to the policy specified. Select from one of the following:

      • Discard remaining days off (selected by default)

      • Move all remaining days off to the next year

      • Move some days off to the next year

        When Move some days off to the next year is selected, the additional Maximum number of days to move field appears. In this field, you define the number required.

    • Customer documentation: A link to customer-related documentation.

      By default, this field is empty.

      When a link is defined, a Customer documentation link appears in the Create new ticket screen when you create a new ticket, and the Overview tab when updating a ticket.

    • Occupancy rate notification threshold: The notification threshold is where the amount of worked time recorded by you or a group of which you are a member or manager of is below the set hours for that day; a reminder is sent to complete the hour registration.

      By default, 85 is selected.

    • Auto pause ticket timer on screen leave: You can auto-pause the ticket timer whenever users switch their active screen to a different one.

      By default, No is selected.

    • Ticket update mandatory: Define if the Ticket description field in the ticket settings is mandatory. This enables you to more closely track changes to a ticket during the processing of the ticket.

      By default, No is selected.

    • Public ticket portal: The page users can access to submit tickets directly, without registering or signing in to the system. When enabled, Ticket portal URL (a system-generated link) appears.

      For more information, see Submitting service desk tickets via the ticket portal in the Management Portal Customer Administrator guide.

      The public ticket portal has the same branding as defined for your tenant.

      You can also embed the ticket form on third party websites.

      • Process requests from unknown users: Define if the public ticket portal will process requests from users that are not registered in the system. This option only appears if the Public ticket portal option is enabled. By default, Off is selected.

  3. Apply the default values you want, and click Save.