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Administration & troubleshooting

General settings

Set the support identity, timezone, language and brand details used across your workspace.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

General is Settings → System → General at #/settings/system/general. It stores support identity (company/support name), timezone context, language, and brand defaults used by notifications and the workspace. Settings is two-level: Overview, then System / Support Channels / Automation / SLA / AI / Integrations / Security / Billing / Other. Do not look for old duplicated Settings tabs.

When to use this

SLA clocks, scheduled replies, and email From name all need a single timezone and identity. Onboarding writes the first values here.

Where to find the controls

#/settings then System → General. Search on Settings Overview also finds this section.

Who can make these changes

elegant_support_manage_settings (Support Admin). Agents do not edit General.

Before you begin

Set company/support name, support email, timezone, default language, and brand fields offered on the hub. Tickets numbering stays under System → Tickets. Colors belong in Appearance, not here.

Follow these steps

  1. Open #/settings.
  2. Choose System → General.
  3. Save identity and timezone.
  4. Confirm a new ticket email uses the From name.
  5. Confirm SLA still uses the same timezone as business hours.

Settings reference

Company/support name, support email, timezone, language, brand identity fields as listed on the panel (company, timezone, language, brand groups).

Example workflow

You set timezone Asia/Bangkok and support name Nova Support. Scheduled replies fire on Bangkok time; the portal header shows Nova Support.

Good practices

Change timezone once, then tell agents. Use Settings search instead of scrolling forgotten tabs.

Important considerations

A wrong timezone creates false SLA breaches. Do not store API keys in General — they belong in AI or Integrations stores.

If something does not work

Save 403: missing manage_settings or session expired. Values revert: another admin saved, or cache on REST. Contact support if PATCH settings/general succeeds but bootstrap still shows the old timezone after reload.

Continue learning

Set up your support workspace→Business hours→Customize the agent workspace appearance→

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https://helsup.com/?ref=HS-EXAMPLE

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