Plan requirement
| Subscription | Any plan |
| Access | Admin |
The settings that shape how everything else behaves, and the handful worth reviewing even when nothing is wrong.
Account settings that reach everywhere
- Time zone. Every report, schedule and business-hours measure uses it.
- Languages. What agents and customers can be served in.
- Branding. Logo and colours across the products.
- Subdomain. Your address, and harder to change than it looks.
The time zone is the one people miss
Set once at the start, usually by whoever created the account, and then it silently defines what "yesterday" means in every report and when every schedule starts.
Worth confirming it matches where your business operates.
Security settings
Two-factor authentication, session length, sign-in methods, IP restrictions. These are the settings that are reviewed after an incident and rarely before, which is the wrong way round.
Ticket settings
What happens when a ticket is solved, how long until it closes, whether customers may reopen. Small settings with large effects on your numbers, because they decide when a ticket stops being countable.
The close period is the one to know the shape of: a standard automation closes solved tickets after four days, you can retime it up to 28 days, and you cannot switch it off. Twenty-eight days is also a hard ceiling regardless of what your own rules say.
Agent settings
What agents may see and do by default, and whether they can change their own views and macros. This determines how much of your configuration is central and how much drifts.
Review them once a year
Most were set when the account was created, by somebody making reasonable guesses about a business that has since changed. An hour reading through them finds two or three that no longer fit.
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