7.1 Organization settings
- General — organization name, locale, and landing page.
- Appearance — theme colors and SharePoint chrome options.
- Ticket Status & Priority — custom statuses and priority levels.
- Auto-Numbering — ticket ID prefixes per type.
7.2 Lookups and workflows
- Ticket Categories, Agent Teams, SLA Policies, Get Help Options.
- Notification Workflows, Email Templates, Email Integration.
- Assignment Rules, Escalation Matrices, Approval and Auto-Close Rules.
7.3 Archive and audit
- Archive Tickets — retention before moving closed tickets to the archive list.
- Audit Log — searchable history of configuration and ticket changes.