Settings

The Settings area is your organization's in-app control center. It is part of the tenant app — not the platform admin console used by ActionConnect staff. Here, tenant admins tailor the product to how your team works.

NOTE

Almost everything in ActionConnect is configurable per organization and stored as data, not hardcoded. Two organizations on the same product can run completely different processes.

What lives in Settings

• Statuses and priorities — define the exact ticket and item statuses and priority levels your team uses. These are seeded with sensible defaults at provisioning and can be renamed, reordered, added, or removed.
• Business hours — set your working days and hours. SLA timers are business-hours aware and pause outside them. See SLAs.
• Users, roles, and teams — manage who has access and what they can do. See Users & roles.
• Branding — logo, colors, and portal copy. See Branding.
• Custom fields — Monday-style columns on items. See Custom fields.
• Email — your support address, templates, and email-to-ticket behavior. See Email.
• Views, automations, dashboards, and KB content — admins can edit the organization's saved views, automation rules, dashboards, and knowledge-base articles.

Defaults seeded at provisioning

When your organization was provisioned, ActionConnect seeded a working baseline so you were productive from minute one:

• Ticket statuses and priorities.
• System roles and permissions, plus an admin user.
• Default email templates and settings (branding, business hours).
• A starter knowledge-base category.
• A sample project with default views.
• A starter automation and form template.

Treat these as a starting point and adjust them to match your process.

Feature flags and customization

Branding and feature flags are read from settings and cached for fast delivery. Custom fields and form fields are rendered dynamically, so changes you make in Settings appear across the app, forms, and the portal without any code.

Tips

• Get statuses and priorities right early — views, dashboards, and SLA timers all depend on them.
• Set business hours before defining SLA policies.
• Use roles to follow least-privilege: give people only the permissions they need.