Support settings

Set up queues, SLA policies, service contracts, incidents, canned responses and ticket templates for your help desk.

Support settings is where support leads set up the help desk: queues and SLA policies, service contracts for customers, incidents and problems, canned responses for common answers, and ticket templates. Everything is on one page, split into tabs.

Open Support settings#

Go to Support and select Settings at the top right. The button only appears if your role includes at least one of ticket.manage, ticket.manage_queues or ticket.manage_sla. Back to support returns to the ticket list.

Who can use it#

Permissions

ticket.viewticket.manageticket.manage_queuesticket.manage_sla

Every tab lists its records for anyone with ticket.view. The create form at the bottom of each tab only appears if you have that tab’s permission:

Tab	What it holds	Permission to create
Queues	Groups of tickets and how they’re assigned	`ticket.manage_queues`
SLA policies	Response and resolution targets, plus the breach check	`ticket.manage_sla`
Service contracts	Support agreements with customers	`ticket.manage_sla`
Incidents	Incidents and the problems behind them	`ticket.manage`
Canned responses	Reusable reply text with placeholders	`ticket.manage`
Templates	Pre-filled values for new tickets	`ticket.manage_queues`

Create only

Records created in Support settings can’t be edited or deleted from the web app yet. The exceptions are service contracts, which you can activate and cancel, and incidents, which you can resolve. Check names and values before you create.

Queues#

Create a queue with a Name, Description, Assignment mode (manual, round robin or least loaded) and Members, then select Create queue. How queues assign tickets is covered in Queues and SLA policies.

SLA policies#

Create a policy with First response (min), Resolution (min), Warn at % and Reopen behavior, and use Check breaches now to update SLA states. Everything about SLAs is explained in Queues and SLA policies.

Service contracts#

A service contract records a support agreement with a customer for a period of time, for example “Premium support 2026”.

Fill in the contract
Pick the Customer, enter a Name, and choose the Start and End dates. The end date must be after the start date. All four are required.
Select Create contract
The contract is listed as draft with its customer and dates.
Activate it
Select Activate when the agreement is in force. Only active contracts are used when a ticket’s SLA policy is chosen.

Select Cancel to end a contract; a cancelled contract can be activated again. Contracts created here have no SLA policy attached. See Which policy applies.

Incidents and problems#

Use this tab to track service incidents (something is broken now) and problems (the underlying cause behind one or more incidents).

Choose the Type
Incident or Problem. When you create an incident and problems already exist, you can also choose a Linked problem.
Describe it
Enter a Title (required) and an optional Description.
Select Create
It’s listed with its type and an open status. You’re recorded as its owner.

Resolve an incident or problem#

Select Resolve on the item, fill in both Root cause and Resolution, and select Resolve. The item shows as resolved with its root cause and resolution underneath.

Incidents aren’t linked to individual tickets in the web app.

Canned responses#

Canned responses are reusable reply texts for questions you answer again and again. Use {{name}} placeholders for the parts that change, for example Hi {{firstName}}, thanks for reaching out….

Write the response
Enter a Title and the Body (both required), and optionally a Category.
Choose the Visibility
personal (the default) is listed only for you. team and org are listed for everyone who can see tickets.
Select Create response
It’s added to the list with its visibility badge.

Use a canned response#

Select Render on the response
A dialog opens with one box per placeholder in the body.
Fill in the placeholders and select Preview
The finished text appears. Every placeholder needs a value, or the preview fails and names the one that’s missing.
Copy the text into your reply
Paste it into the ticket’s comment box as a public reply, or into your email.

Ticket templates#

A ticket template holds default values for a kind of ticket you create often. Enter a Name (required, unique), and any of Category, Priority, Default subject and Default body, then select Create template. The list shows each template’s category and priority (or “No category/priority set”) and its default subject.

Note

The New ticket dialog doesn’t offer templates yet. Templates are applied to tickets created by integrations, where a template fills in whatever the ticket didn’t specify, including its queue and SLA policy.

FAQ#

Why don’t I see the Settings button on the Support page?

Your role has none of ticket.manage, ticket.manage_queues or ticket.manage_sla.

Why can I see a tab’s list but not its create form?

Each tab’s form needs its own permission. See the table above.

I created a queue with the wrong name. How do I fix it?

Queue names cannot be changed from the web app, and names must be unique. Create a new queue with a different name, or ask an administrator to rename it through an integration.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.