General & mail

Both pages need workspace-admin access — even just looking at them, not only changing something.

General

Settings → General. The company name field is covered in Getting started; everything else on this page lives here.

• Custom conversation numbers — off by default. Turns on a field that lets an agent hand-set a conversation’s number instead of taking the next one off the sequence.
• Next conversation number — the number the next new conversation gets. It only moves forward; raise it to skip a range, e.g. when migrating off another helpdesk and you don’t want your new conversation numbers colliding with imported ones.
• Custom homepage — where the app root redirects instead of the dashboard. A full URL for somewhere external, or an internal path like /search. Blank goes back to the dashboard.

Defaults for new users

Language, time format, timezone, and ticket list density, plus a checklist of permissions — all seeded onto an account the moment it’s created. None of it is enforced afterward: “applied when an account is created; each user can change them on their own profile,” per the settings page itself.

There’s also a Default notification subscriptions matrix here — same event × medium grid as the one on each user’s own Notifications page, just seeding new accounts instead of editing yours.

Outgoing email

• History sent to customers / History sent to teammates — how much prior conversation gets quoted under a reply, and under the quoting in notification emails to users, respectively.
• Maximum message size (MB) — body plus attachments. Blank or 0 is unlimited.
• Open tracking — embeds a tracking pixel in replies to record when a customer first opens one.
• Email branding — appends a small “powered by Held Open” footer to outgoing email.
• Auto login from email — off by default. Lets an agent open a conversation straight from a notification email without signing in first, via a short-lived one-time link. Only turn this on if your agents’ own inboxes are trusted — anyone who can read the notification email can use the link.
• Email commands — also off by default. Lets an agent steer a conversation by starting a reply with a command line — #close, #assign me, #tag urgent — which gets stripped out of the stored reply before it’s saved. Same caveat as auto login: only enable it if you trust what’s landing in your agents’ inboxes, since the command runs as whoever’s reply it’s found in.
• Satisfaction ratings — off by default. Adds a “How did we do?” prompt with Great / Okay / Bad links to every outgoing customer reply; the customer clicks one to rate the conversation. This is workspace-wide, not something you turn on per mailbox.

Mail

Settings → Mail. The system mailer — invites, password resets, admin alerts — separate from a mailbox’s own SMTP connection, which is covered in Connecting a mailbox.

System SMTP

Same shape as a mailbox’s SMTP half: Server, Port (default 587), Encryption (default TLS), Username, and a write-only Password field — leaving it blank on save keeps whatever’s stored.

Send test email works differently here than on a mailbox’s IMAP/SMTP test, though: it sends against whatever’s currently saved, not whatever’s sitting unsaved in the form. Save your changes first, or the test won’t reflect them.

Branding

A logo, an accent color, a support contact, and a mailing address — these control how the system emails themselves look (invites, password resets, alerts), not the mailbox-level reply branding covered elsewhere.

Alerts

Emails administrators when something needs attention. Two independent toggles:

• Mail fetching stopped — alerts when inbound fetch has been failing for a while; the threshold (“Alert after fetching is down for (minutes)”) defaults to 30 and only appears once the toggle is on.
• Log monitoring — alerts when errors pile up in the activity log. Turning it on exposes which logs to watch (send errors, fetch errors) and a monitoring window (Daily by default).

Extra recipients adds more addresses on top, comma-separated — administrators always get alerts regardless of what’s in this field, so it’s additive, not a replacement.