Company Configuration
Company Configuration is a guided, step-by-step Company Setup wizard for setting up and maintaining a company's complete ITSM configuration. The wizard opens with the heading Company Setup: <Company> and walks administrators through every setting a company needs — from basic details to workspaces, SLAs, and automation. It can be reopened at any time to review or update an existing company.
Configuration Steps
The wizard is organized into ordered steps. The required steps are completed in sequence; optional steps can be completed later; and a final Review step confirms the configuration.
The required steps, in order, are:
- Company Details — The company name (required) and an optional description; the foundation of the configuration.
- Workspaces — The teams or service areas tickets are organized into.
- Business Hours — Working schedules and holidays that SLA timers respect.
- Categories — Ticket categories and subcategories used for routing and reporting.
- SLA Configuration — Response and resolution targets by priority.
- Queues — Ticket queues for team-based routing and load balancing.
- Workflows — Automation rules applied to the company's tickets.
- Notifications — In-app and email notification preferences.
The following steps are optional:
- Email Settings — Outbound SMTP and inbound email-to-ticket configuration.
- SSO / OAuth — Single Sign-On providers for authentication.
- AI Settings — Availability and behavior of AI features such as the AI Assistant.
- Note Access Control — Who can view internal versus public notes.
- Ticket Sources — The channels through which tickets can be raised.
- Auto-Close — Rules for automatically closing resolved tickets after a set period.
- Transfer Rules — Conditions for routing or transferring tickets between teams.
- Platform Rules — Cross-cutting rules governing platform behavior.
- Filters — Saved filters available within the company.
The wizard ends with a final step:
- Review — A summary of the configuration to confirm before saving.
Using the Wizard
Move through the steps with Back and Next, or jump to any step from the step list. Use Save & Exit to preserve your progress and return later — the wizard reopens with your existing configuration so you can review and update individual steps without starting over.
Note: Company Configuration sets up a single company. Instance-wide administration — such as global SLA policies, roles, and integrations — lives under Settings & Configuration.