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If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.
If the ticket is not set to closed before the time defined here expires, the ticket is escalated.
Specifies if follow up to closed tickets would re-open the ticket, be rejected or lead to a new ticket.
If a ticket is closed and the customer sends a follow up the ticket will be locked to the old owner.
System address
Default sign key
To use a sign key, PGP keys or S/MIME certificates need to be added with identifiers for selected queue system address.
This queue is used in the following config settings:
Manage Queue-Auto Response Relations
This filter allow you to show queues without auto responses
Queues without Auto Responses
This filter allow you to show all queues
Show All Queues
Manage Template-Queue Relations
Filter for Templates
Filter for templates
Templates
System Registration Management
Edit System Registration
System Registration Overview