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Project Configurations

Configure Project-level settings that apply to all cases and workflows within a project.

Project Settings Access​

  1. Go to Project
  2. Click Settings
  3. Navigate to Configurations

Available Configurations​

General Settings​

  • Project name
  • Description
  • Owner/Administrator
  • Visibility level
  • Notification preferences

Case Configuration​

  • Default case type
  • Required fields
  • Auto-assignment rules
  • Status workflow
  • Priority levels

Queue Configuration​

  • Available queues
  • Queue-specific rules
  • SLA per queue
  • Notification rules

Team Settings​

  • Assign team members
  • Set roles
  • Manage permissions
  • Configure access

Workflow Configuration​

Define how cases flow:

  • Status transitions
  • Approval requirements
  • Notification triggers
  • Assignment rules

Notification Rules​

Control notifications:

  • When case created
  • When status changes
  • When reassigned
  • When overdue
  • When completed

Best Practices​

  • Document all custom settings
  • Keep settings aligned with team
  • Review quarterly
  • Communicate changes
  • Train new members

See Also​