Helpdesk Settings

Where to Find Them

Owners and admins find Helpdesk Settings in Setup, under Apps, once Helpdesk is added (action helpdesk.settings.get).

Support Addresses

Each address is an email address your clients write to, such as help@yourcompany.com. Email to it becomes tickets, and replies go out from it.

• Add Address or Change (action helpdesk.inboxes.save): the address, the sender name replies come from (such as your company name), Who sees its tickets (Everyone, or Owners and admins only, for addresses such as legal and HR), and whether to send a receipt when a ticket starts.
• Remove (action helpdesk.inboxes.remove): mail to that address is refused from then on. Its tickets and messages stay exactly as they are.
• Before mail arrives, Cascadia points the address at your workspace, and the address must be verified for sending. Ask Cascadia support to do this for each new address.
• Bringing them over: addresses and ticket numbering from another system come in with one step (action helpdesk.settings.import), which Bring In Cascadia's Data uses for Cascadia's own hub. It adds missing addresses, updates who sees each one's tickets and whether it sends receipts, keeps any sender name set here, and changes the numbering only while it is still T-. Running it again changes nothing.

Ticket Numbers, Receipt, and Signature

Change Settings (action helpdesk.settings.save):

• Ticket numbers start with: a letter, then up to 11 letters or digits, ending with a dash, such as T- (the start) or CWST-. New tickets continue after the highest number already used with that start, including imported tickets, and a number is never given out twice.
• Receipt: the text of the receipt. The ticket's Reference line is added at the end.
• Signature: added under the name of the person replying, such as your company name and phone number.
• Who hears about unassigned tickets: Owners and admins (the start), Everyone, or Nobody. They get an email about each new ticket, reply, and ticket opened again, with a link to it. An assigned ticket goes to its assignee alone, and admin-only tickets only ever go to owners and admins.
• Days an upload link works: from 1 to 60 (14 at first).
• Time zone: for business hours and the dates in emails (America/Los_Angeles at first).
• Close tickets only with a project or a Not Applicable reason: the close rule (Tickets and Replies), off at first.

Follow-Ups sets the automatic follow-ups (Automatic Follow-Ups), and Spam List shows the spam list (The Spam List).

AI agents can see these settings but never change them; that stays with people.