To add a Knowledge Base article:  Click "Add" at the riight of your helpdesk Admin area, Select KB article, Choose your Category, Add your title and article text, Add tags or edit artiicle options as per your needs. Click "add and your article is now available on your support Knowledge Base!

Department email settings (specifically, modifying the "From" email address and name) from version 2 have been moved to another section of the software in version 3. Version 2 allowed you to modify the "From" email address and name directly from the "Edit Department" screen: In version 3, go to...

You can send an email to your Help Desk users by visiting the Administration > Email Users section: Here you can compose an email that will be sent to all users of a particular group: This is a great way to quickly send out notices or information to Help Desk users.

Ticket Priorities are applied to individual tickets, and are used to designate the level of importance. Go to Administration > Settings > Ticket Priorities. The default priorities are: High Default Low You can edit the default priorities, or add new priorities with any name: You can also add...

You can block tickets from being submitted by specifying an IP address, email address, or domain. Visit Administration > Settings > Blockers: Users who are blocked can submit tickets, but the ticket will not be parsed: If the user happens to be a registered user, they will also receive an email...