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.
Email addresses that are manually entered are checked against the MX records found in DNS. Don't use this option if your DNS is slow or does not resolve public addresses.
Customer item (icon) which shows the closed tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.
Customer item (icon) which shows the open tickets of this customer as info block. Setting CustomerUserLogin to 1 searches for tickets based on login name rather than CustomerID.
Defines if agents should be allowed to login if they have no shared secret stored in their preferences and therefore are not using two-factor authentication.
Defines if customers should be allowed to login if they have no shared secret stored in their preferences and therefore are not using two-factor authentication.