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The Accounts Config window enables you to define the account types, account classifications, service-level agreements (SLAs) for ticketing, and the display of an account record (screen display). You can access this window by clicking Accounts > Accounts Configon the Config tab.

Defaults

The Defaults tab enables you to configure the types and classifications for an account. The tab contains the following sections:

  • Account Types: Displays the list of account types. You can select the required type when creating or modifying an account.
  • Classifications: Enables you to set the account classification level (for example, Platinum, Gold, and Silver) by using the plus icon. A classification can be used as a filter criterion when filtering accounts.

SLAs

The SLAs tab enables you to can create customizable SLAs for tickets based on the classification of an account or the priority of a ticket. To define an SLA:

  1. On the SLAs tab, click Create.
    The New Service Level Agreement window appears.

  2. Specify values in the Account Classification, Ticket Priority, and Time Duration (hours) fields.

    You can use the Include Saturday and Include Sunday checkboxes to define if Saturday and Sunday are to be included when determining the SLA due date.

  3. Click Save.

Screen

The Screen tab enables you to define the fields to be displayed in the highlight and detail sections of an account record for agents and other users. The tab contains the following sections:

  • Account Highlight: This tab enables you to configure the fields to be displayed in the highlight section of an account record. You can select the fields that you want to be displayed in the main section of the record and move them to the Selected section by using the right arrow icon. You can remove the fields from the selected list by selecting the fields and moving them to the Available section by using the left arrow icon. You can revert the change by using the reset icon.
  • Account Detail: This tab enables you to add the custom fields for an account record and define if these fields can be modified. You can select the fields you want to be displayed in the record when adding or modifying the record and move them to the Selected column by using the right arrow icon. You can remove the fields from the selected list by selecting the fields and moving them to the Available section by using the left arrow icon. You can revert the change by using the reset icon.
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