General Settings
Configure your helpdesk system preferences.
Company Name
Displayed in widget and emails
Support Email
Reply-to address for ticket emails
Default Language
System default language for new users
Timezone
Used for SLA calculations and reports
Business Hours
Operating hours for SLA and auto-reply
to
Maintenance Mode
Temporarily disable the helpdesk system
Widget Appearance
Customize the embeddable chat widget.
Primary Color
Widget button and header color
Widget Position
Where the floating button appears
Welcome Message
AI assistant's first message
Show Widget
Enable the embeddable widget
Embed Code
Add this script to your website
<script src="https://helpdesk.wellous.com/widget.js" data-key="pk_live_abc123"></script>
SLA Configuration
Set response and resolution time targets by priority level.
First Response Time (hours)
Urgent
High
Medium
Low
Resolution Time (hours)
Urgent
High
Medium
Low
AI Configuration
Configure AI routing and auto-reply behavior.
AI Auto-Routing
Automatically assign tickets to departments using AI classification
AI Reply Suggestions
Show AI-generated reply suggestions to agents
Auto-Reply (Outside Hours)
Send automatic reply when ticket is created outside business hours
24h Pending Reminder
Auto-send reminder if ticket is pending for 24 hours
72h Auto-Close
Automatically close tickets that have been pending for 72 hours
AI Confidence Threshold
Minimum confidence for auto-routing (below this will require manual assignment)
75%
Integrations
Connect external services and webhooks.
Webhook Endpoints
Receive ticket events at these URLs
https://api.wellous.com/webhooks/ticket-events
Active
https://hooks.slack.com/services/T01/B02/xyz789
Active