How to Configure the General Settings


ProProfs Help Desk allows your ticket agents to configure the general settings, providing an enhanced ticketing experience to the customers. 


These settings allow you to set ticket overdue time, sort tickets, enable/disable ticket downloading & child tickets. 

Along with this, you can also manage global timezone settings and IP restrictions for your tickets.


Configuring the general settings in ProProfs Help Desk lets the support agents 


  • Set the max time limit for ticket resolution time depending on the ticket raised

  • Restrict unwanted tickets from blocked IPs to minimize the workload & increase productivity.


Here’s How You Can Configure the General Settings


Step 1: In your PropProfs Help Desk account, go to Settings > General.


helpdesk settings


Step 2: In the General Settings page


  1. Ticket options,

  2. Global timezone

  3. IP restriction.

  • Click “Save” to apply the changes.


helpdesk general settings options


Here’s a short description of the ticket options in General Settings


  1. Ticket overdue time: Set a maximum resolution time for an open ticket. Once this time is up, a ticket is tagged ‘Overdue.’

  2. Sort Tickets: This is the order in which tickets will appear in tickets listing.

  3. Download tickets: Enable downloading tickets from listing view.

  4. Child Tickets: Enable child tickets.

  5. Set Global Timezone: Manage your time zone so that timestamps on tickets and reports correspond to your locale.

  6. Enable IP Restriction: Tickets from specific IP addresses will be allowed. 


NOTE: You can enter IP using wildcard format: 1.2.3.* or CIDR format: 1.2.3/24 or and start-end IP format: Separate multiple IP entries with a comma:, 

That is all about configuring the general settings in ProProfs Help Desk.



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