Support Tickets: General Settings

Overview of General Settings

The General Settings section lets you manage your Support Ticket inbox configuration. Here you’ll establish your mailbox address, set up default reply behaviors, configure auto-responses, and apply signature templates.

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Accessing General Settings

1. Open the Support section from the left navigation menu to load your Support Ticket toolkit
2. Find your Support Ticket inbox on the left sidebar
3. Select either the three-dot menu next to the inbox name and choose General Settings, or click the gear icon on the right panel

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Configuring Your Settings

Mailbox Address & Connected Email Address

These two fields work together to route incoming emails properly.

Mailbox Address is your internal inbound address. Any message sent here either launches a new ticket or gets appended to an existing conversation thread.

Connected Email Address is the customer-facing address you want displayed in replies. For a professional appearance, many organizations use a branded domain (like support@domain.com).

Setup example: If you want support@domain.com to appear as your reply address, configure that domain to forward all mail to the Mailbox Address shown in Unificus. Then enter support@domain.com in the Connected Email Address field. Now:

• Incoming messages to support@domain.com create new tickets
• Your team’s replies display support@domain.com as the reply-to address
• Customers can simply reply, and Unificus automatically routes their message back to the right ticket thread

Note: The Transactional Email Branding settings control the FROM address on system-generated emails sent to contacts and staff.

Auto Bcc

Automatically forward copies of outgoing replies to an external email address. Use this feature for record-keeping, compliance archival, or looping in external parties.

Status

Select which status tickets should receive automatically after a team member sends a reply.

Default Assignee

Control ticket ownership after a response is sent. Choose from:

• Anyone – tickets stay unassigned
• Person Replying – whoever sends the most recent reply owns the ticket
• Person Replying (if Unassigned) – the first responder takes ownership

Signature

Set a standard signature block that automatically appends to all outbound ticket replies from your team.

Enable Autoreply

Compose an automatic response message that sends when a new ticket arrives. This confirms receipt and sets customer expectations.