General Settings

System → Settings → General Settings. Click Save Settings when you are done. All tabs save together.

Help desk

Setting	Default	What it does
Title	The title you entered in the setup wizard	Your help desk’s name. It is the heading of the offline page and fills the {SITETITLE} placeholder in email templates.
Offline	No	Yes closes the help desk on the front end: every component page shows only the Title and the Offline Message, to customers and staff alike. The administrator area keeps working.
Offline Message	“system down please come back as soon as possible.”	The text shown while the help desk is offline.
Data Directory	jsticketdata	The folder, inside your Joomla site’s root folder, that holds ticket attachments, staff photos and other uploaded files. The full path is shown under the box. See below.
Date Format	YYYY-MM-DD	How dates are shown in lists, tickets, reports and emails: DD-MM-YYYY, MM-DD-YYYY or YYYY-MM-DD. The date boxes on the staff, department and user reports use it too.

Changing the data directory

The folder name must not be empty and must not contain com_jssupportticket. When you save, the folder is created if it doesn’t exist, and the save stops with “Data directory in not writable” if the web server can’t write to it.

Saving a new name does not move anything. Files already uploaded stay in the old folder, and tickets will look for them in the new one. So rename the existing folder on the server first (with your hosting file manager or FTP), then enter the new name here and save.

Closing answered tickets

Setting	Default	What it does
Auto-Close Tickets (Pro)	2	Closes a ticket when you have answered it and the customer has not replied for this many days. Whole days; 0 turns auto-close off.

A ticket is auto-closed when it has been answered (it is waiting for the customer), is not already closed or merged, and its last reply is older than the number of days set. The check is one of the background jobs, so tickets close when those jobs run, not at the exact minute.

Background work and email

Setting	Default	What it does
Run Background Tasks On Page Load (Pro)	Yes	Yes lets the background jobs (auto-closing, overdue marking, feedback emails, SLA checks, email collection and sending queued mail) run inside an ordinary page visit, at most every 30 minutes. Set it to No once you have scheduled the JS Support Ticket tasks in Joomla’s Scheduled Tasks, so visitors never wait for that work.
Outgoing Mail Delivery	Send immediately	Send immediately sends each email during the request that triggers it, such as an agent’s reply; a message that fails is queued and retried later. Send from the queue puts every message in the queue for the “send queued email” task to send, so a slow mail server never delays an agent or a customer.

Caution

Only choose Send from the queue when the queue is really being sent: by the JS Support Ticket: send queued email or ticket maintenance task in Joomla’s Scheduled Tasks, or by Run Background Tasks On Page Load. Otherwise email waits in the queue. See Background jobs.

Attachments

Setting	Default	What it does
Maximum Attachments	5	How many files can be attached to one ticket or reply. The same limit applies to the files on a knowledge base article or a download.
Maximum File Size	1024	The largest file allowed, in KB (1024 KB is 1 MB). Larger files are refused.
Allowed File Extensions	doc,pdf,jpg,jpeg,txt,gif,png	The file types that may be attached, separated by commas, without dots.

The ticket form shows customers the size limit and the allowed types under the attachment box.

Whatever you list here, some file types are always refused because a web server could run them: PHP files in all their forms (php, phtml, phar and the like), .htaccess and .user.ini, scripts such as cgi, pl, py, rb and sh, ASP and JSP pages, and programs such as exe, dll, bat, msi and jar.

Front-end display

Setting	Default	What it does
Breadcrumbs	No	Yes shows a trail of links (starting at Dashboard) above the component’s front-end pages.
Top Header	Show	The bar across the top of the component’s front-end pages, with the Dashboard, Submit Ticket and My Tickets links and Log In or Log Out. Which of those links appear is set under Front-end menu links.
Show count on my tickets	Yes	Shows the number of tickets beside Open, Closed, Answered and the other tabs on My Tickets, for customers and staff. It also controls the numbers on the administrator’s ticket list, the Control Panel and the report rings.